Support overview
- 24x5 technical support service
- Comprehensive guide and documentation
- Engineering and consultation services
- Solid, professional team
- High quality guaranteed by our brand and partners
- A number of support packages to choose for
- Knowledge base for beginners
- Guaranteed reply in 24 hour period
- Immediate reaction on severity level 1 Issues
Asterisk Support
Let NetHawk focus on IT while you focus on your business.
Our Asterisk Support & Maintenance Services can help you reduce the time, effort, and cost of managing your Asterisk infrastructure. We have professional Asterisk Engineers who can take care of any scale of Asterisk system, be it a single server Asterisk, a cluster of Asterisk Server or Asterisk integrated with other tools. NetHawk has a 12x5 support infrastructure, so that the our customers can use support and maintenance infrastructure at a fraction of cost they would spend in keeping dedicated support staff.
Asterisk Support Services
Our Support Engineers are professionals on all types of Asterisk implementations NetHawk has highly efficient tier 1,2 and 3 level support staff to look after the client's single or clustered Asterisk Server Setup. The multilevel escalation matrix ensures that the support issues are resolved in stipulated time. Our Support Services cover all Asterisk related tools, and we guarantee a running Asterisk System on all times.
Service Norms Matrix for Asterisk Support
| Problem Severity | Response Time | Max-Resolution Time |
|---|---|---|
| S-1 | 30 minutes | 8 hours |
| S-2 | 30 minutes | 16 hours |
| S-3 | 30 minutes | 48 hours |
Call Severity Matrix (asterisk)
| Severity Level 1 (Critical) | Problem that prevents the processing ability of the PBX or the application from functioning. Loss of service or severe usability problems to a large number of users, a mission-critical system, or some equally serious problem. Enterprise-wide impact. Immediate action required. |
|---|---|
| Severity Level 2 (Major) | Problem that has a substantial impact on the processing ability of the PBX or on the end user's ability to perform job functions. Severe degradation to the performance of servers. Immediate, High level impact. There will be a partial loss of service. |
| Severity Level 3 (Minor) | Problem, which if not fixed promptly, will not have substantial impact on the processing ability of PBX or does not impact quality or timeliness of end user functions. Functional defects in the solution. Also, this means that there is a problem on the critical servers but no significant business impact. |
Asterisk Maintenance Services:
Apart from troubleshooting, your Asterisk Infrastructure sometime requires regular administration and maintenance activities. Our Asterisk Maintenance Service ensures high availability of your critical servers by identifying potential problems in advance and resolving them before they actually affect the performance and availability of your servers. The scope of services includes:
- Monitoring various aspects of the Asterisk Infrastructure to ensure high availability
- Performance fine tuning
- Identifying potential security risks, attacks and raising alerts
- Routine Asterisk Management and Administration tasks
Activities included in Maintenance Services:
- Linux:
-
- Setting up and monitoring the security policies
- Checking the logs for potential security threats
- Ensuring the disk availability by regularly backing up and cleaning files and logs
- Ensuring that the processor is always available by monitoring processing
- Setting up the Linux alert systems for potential failure problems
- Asterisk
-
- Optimizing dial plans for high performance during call initiation
- Reducing unwanted processor usage by unloading applications that are not used
- Checking Asterisk Logs for application warnings and internal errors that can cause bottlenecks and possible failure
- Monitoring channel usage
- Monitoring SIP agents and resetting dead peers
- Checking Asterisk for security threats and raising alarms
- Administrative Actions
-
- Extension Management
- Trunk Management
- IVR Management
- General Administrative Tasks
- Writing Dial plans
