Supported 3CX Systems & Reseller Responsibility – 3CX Distributor for Sub-Sahara Africa | Huawei Cloud | Storvault

For 3CX resellers, understanding what constitutes a “supported 3CX phone system” is critical to delivering reliable service while minimizing support challenges. The term “supported” represents a specific technical definition within the 3CX ecosystem that directly impacts your ability to receive technical assistance from 3CX and ensure system stability for your clients.

Recent strategic shifts at 3CX emphasize a stronger focus on medium and large installations, making proper system configuration more important than ever for resellers serving these markets. With 3CX’s 2025 strategy highlighting their commitment to the channel while refining their support structure, resellers must clearly understand where 3CX support ends and their responsibilities begin.

Understanding the 3CX Support Structure

3CX maintains a structured support system with clearly defined levels and access requirements. Understanding this framework is essential for resellers to set client expectations appropriately and know when to engage 3CX directly versus handling issues independently.

Support Levels and Access

3CX offers three distinct technical support levels, with access varying by partner status and installation type:

Level 1 (L1): Provides basic guidance, management console error interpretation, and administrative notifications. Available to all commercial license holders.
Level 2 (L2): Includes troubleshooting using Wireshark analysis and PBX logs. Available to Silver Partners and above, 3CX-hosted installations, and SMB PBXs.
Level 3 (L3): Involves collaboration with 3CX’s R&D team for deep technical issues. Available to Silver Partners and above, installations with 20+ extensions, and 3CX-hosted systems — specifically excluding 4 Simultaneous Call (4SC) subscriptions.

Support Access Methods

Ticket Submission: Commercial license holders can submit tickets through the 3CX Admin Console or their 3CX account, while non-commercial licenses must use the 3CX account portal.
Paid Support Options: Customers without included support can purchase individual tickets ($100 per ticket) or bundles of five tickets ($350).
Community Forums: The 3CX forums serve as an extension of the support desk, offering community-driven assistance for various issues.

What Constitutes a “Supported 3CX Phone System”?

A supported configuration extends far beyond simply having an active license. It encompasses specific requirements across hardware, software, and configuration practices.

Officially Supported Components

SIP Trunks: Must use 3CX Preferred or Supported Providers.
IP Phones: Must use supported models from approved vendors; EOL hardware is excluded.
Configuration: Must use supported configuration methods (SBC recommended over STUN).
Software Version: Must run the latest 3CX update; commercial licenses only.

System Infrastructure Requirements

Hardware Specifications

Must meet 3CX’s recommended specifications based on deployment size, with requirements scaling from Intel Core i3 processors for small installations to Xeon-class processors for enterprise deployments.
Memory Requirements: Expected to increase from 2GB to 4GB for dedicated instances, potentially raising hosting costs.

Cloud Hosting

When deploying on cloud platforms like AWS, Azure, or Google Cloud, resellers must select instance types that meet or exceed 3CX’s recommended specifications for the deployment size.

Common Support Limitations and Exclusions

3CX explicitly excludes several common scenarios from technical support coverage:

Outdated Systems: PBXs not running the latest 3CX version
Custom Development: Issues stemming from custom templates, CFD projects, or call processing scripts
API Issues: Problems with Call Control or XAPI API implementations
Call Fraud Analysis: Investigation of fraudulent call activities
Network Troubleshooting: Network-level issues for self-hosted or on-premise deployments
Evaluation Support: Installation and configuration assistance during trial periods
STUN Configurations: Considered less reliable, less secure, and more support-intensive than SBC alternatives

Filling the Support Gaps

With 3CX’s evolving focus on medium and larger installations, distributors like TSD Africa (3CX’s distributor for Sub-Saharan Africa) play an increasingly important role in the support ecosystem.

How Distributors Complement 3CX Support

Local Expertise: Providing region-specific knowledge and support in local time zones
Hands-on Assistance: Offering implementation services that 3CX doesn’t provide directly
Pre-sales Support: Assisting with initial system design and sizing recommendations
Advanced Troubleshooting: Addressing issues outside 3CX’s standard support parameters
Training Resources: Delivering localized training and documentation

For resellers, maintaining a strong relationship with their distributor is crucial for filling gaps in 3CX’s direct support model — especially for smaller deployments that may receive limited attention under the updated 2025 strategy.

Reseller Compliance Checklist: Maintaining Supported Status

To ensure your 3CX deployments remain supported and secure, implement these essential practices:

1. Security Hardening Protocols

Strong Authentication: Implement and enforce complex passwords for the management console, extensions, IP phones, and web clients.
Avoid Default Credentials: These are among the first attack vectors exploited.
Regular Updates: Enable automatic security updates and maintain a strict schedule for applying 3CX version updates promptly.
OS Hardening: Disable unnecessary services on the underlying operating system and implement security configurations appropriate for your OS platform.

2. Network and Hosting Best Practices

Proper Sizing: Follow 3CX’s hardware specifications based on deployment size, ensuring adequate CPU, memory, and SSD storage.
Network Configuration: Implement Quality of Service (QoS) to prioritize VoIP traffic and ensure at least a 1Gb LAN connection.
System Monitoring: Regularly monitor system logs, network traffic, and call patterns to identify potential issues early.

3. Ongoing Maintenance Procedures

Firmware Management: Regularly update IP phone firmware using 3CX’s firmware upgrade tool to patch security vulnerabilities.
Backup Strategy: Implement and test a comprehensive backup strategy, including system configuration and call data.
Documentation: Maintain up-to-date documentation of network configurations, SIP trunk settings, and custom implementations for troubleshooting.

Looking Ahead: 3CX’s 2025 Strategy and Reseller Implications

3CX’s recently announced 2025 strategy reinforces several key points that resellers should factor into their business planning:

Increased Focus on Medium/Large Installs: 3CX is prioritizing companies with 25 to 1,000+ users, with architecture “inherently optimized for larger organizations.”
4SC License Changes: Significant changes include price increases, limited support availability (Levels 1 and 2 only), and reduced partner benefits for these sales.
Platform Stability: The V20 architecture is expected to remain stable for “3+ years — probably a lot more,” providing a solid foundation for future development without major disruptions.
AI Feature Development: 3CX plans to deliver smaller, incremental updates throughout 2025 focused on AI capabilities, contact center enhancements, and management improvements.

Building a Sustainable 3CX Practice

For 3CX resellers, maintaining supported system status isn’t just about accessing technical support—it’s about building a reputation for reliability and creating sustainable business models. By understanding the boundaries of 3CX support, leveraging distributor relationships, and implementing robust deployment practices, resellers can:

Reduce emergency support situations through proper initial configuration
Increase customer satisfaction through more stable implementations
Improve profitability by minimizing rework and crisis management
Position themselves effectively for 3CX’s strategic focus on medium and enterprise installations

The most successful 3CX resellers will be those who embrace their role as true communications experts—offering comprehensive guidance and support that complements 3CX’s focused technical assistance.