So looking at the responses it seems like the model on some of these is $ X per seat supported per month . The one we had previously used a model that was $ Xmonth for X minutes and then $ Xminute thereafter . They would provide all kinds call statistic reports and make recordings available for QA . They would do some basic troubleshooting and even utilized Team Viewer for users . It all depended to what extent we wanted them to troubleshoot . Unfortunately they are not around anymore . <| sep |> He means being an asshole . Btw , you ' re a polak , aren ' t you ? I ' ve studied Polish for a few years and I instinctually read your username in Polish even though I really didn ' t manage to get anywhere with the language aside from reading and understanding simple texts .