Our team provides support to many organisations around Australia from various industries. Whatever your Asterisk related question, we have the answer! We look forward to assisting your business.
Our Support Services
We provide remote support for your Asterisk server to any part of the world. If your Asterisk server is still partly operational, there should be no requirement to send a technician to site. If a technician is required on site, in Melbourne, Sydney and Perth we can arrange for one of our team to come and visit you.
Our team specialises in the following:
- Asterisk dial plan changes and updates including emergency call routing and public and general holiday call routing.
- Asterisk VoIP trunk advice and changes.
- Asterisk database integration (and related issues) with MySQL and ODBC.
- General audio quality issues including "chunky" sounding phone calls, call drop outs and a variety of other audio related issues.
- Digium hardware trouble shooting for PSTN and PRI (ISDN) cards and interfaces.
- Server load testing and dimensioning including voice as well as third party applications like databases.
Remote Installations & Configuration
If you need to rebuild your Asterisk server (completely or just do an upgrade of the version) we can assist. We can guide you through installation of our preferred Linux distribution (CentOS) and how to setup remote access so we can SSH into your box and then complete the setup of Asterisk for you. We will also provide advice on how to secure your box to reduce the chance of it being "cracked" or "hacked". Securing your box will also help to reduce the chance of someone being able to use your trunks to make telephone calls free of charge to them.
How We Provide Support
As most of our work is completed remotely via SSH, we will require the following before we can start working on your case:
- Access to your server via SSH (either directly or via a VPN);
- The root username and password for the system as well as any other username and password combinations required to complete the maintenance; and
- A telephone number we can call that is connected to your Asterisk system.
Australian Support Rates & Times
Our help desk staff are available any time you need us as we operate a 24 hour help desk. Our help desk is located in Melbourne, Australia and can provide you with whatever support or advice you need.
Our standard rate is $95 per hour excluding GST and is available from 09:00 through to 17:30 EDT, Monday through to Friday except public holidays. We will assign the engineer with the most experience with your particular issue. If you call with a support request outside our standard business hours, the rate is $199 per hour excluding GST.
We can prioritise any cases so that they are attended to urgently. Prioritisation attracts a fee of $99 per case (excluding GST) and is only paid once we confirm that we will be able to start work on the case within 1 hour. Prioritisation moves your job to be the next in the queue.
In Australia, please call 03 8888 5361 to talk to one of our team.
United Kingdom / European Support Rates & Times
By using time zone differences, your organisation can pay a discounted rate during our standard business hours to have our team complete your "after hours only" work requests. "After hours" work greatly reduces the impact on your client of any changes and testing that have been made.
Our standard rate is €55 per hour excluding GST / VAT and is available from 23:00 through to 07:00 GMT, Monday through to Friday except Australian public holidays. We will assign the engineer with the most experience with your particular issue. If you call with a support request outside our standard business hours, the rate is €120 per hour excluding GST.
We can prioritise any cases so that they are attended to urgently. Prioritisation attracts a fee of €55 per case (excluding GST / VAT) and is only paid once we confirm that we will be able to start work on the case within 1 hour. Prioritisation moves your job to be the next in the queue.
In the United Kingdom, please call 0844 774 2922 to talk to one of our team. If you are outside the United Kingdom or can not dial 0844 numbers, please call +61 3 8888 5361 to talk to one of our team.
Service Level Agreements
If you would like guaranteed response times and ongoing maintenance services for your Asterisk server, please review our service level agreements.
Contact Us
Please feel free to send us an email, or give us a call, if you have any questions or are considering a telephony project. We would really appreciate the opportunity to demonstrate how Asterisk can solve your problem and deliver more than you ever expected.