Several weeks ago I had the opportunity to speak with Whaleback Systems of Portsmouth, NH; I talked with Karil Reibold, CEO, Wray West, CTO and Angela Boudreau, Channel Manager. Whaleback guarantees full end-to-end support. Whether customer problems are in a handset, LAN, remote office, in the access or public network; they claim that they can see it and fix it. In many cases they can identify and resolve problems before customer's services are impacted--right down to the bothersome cord un-tanglers that will send many off on the wrong path attempting to troubleshoot and resolve the problem they believe must be elsewhere.
Whaleback is unlike many retail voice over the web companies, offering no or few capabilities that drill into the customer premises.
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