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Asterisk Maintenance

Today’s business challenges are increasingly complex. Security is paramount. System availability with minimal risk is a must. Support for advanced technologies in business critical environments is essential. Enterprises are challenged with delivering a competitive business advantage and more business value while lowering IT costs. Avis Asterisk Support & Maintenance Services can help you reduce the time, effort, and cost of managing your Asterisk infrastructure.

Avis Software has experienced 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. Avis Software has a 24x7 support infrastructure, so that the our customers can use Avis's support and maintenance infrastructure at a fraction of cost they would spend in keeping dedicated support staff.

Asterisk Support Services

Our Support Engineers are experienced professionals on all types of Asterisk implementations with years of troubleshooting experience. Avis Software 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.

Asterisk Maintenance Services

Apart from troubleshooting, your Asterisk Infrastructure requires regular administration and maintenance activities. Avis Software's Asterisk Maintenance Service ensures high availability of your critical servers by identifying potential problems and resolving them before they 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
  • Maintenance Services Activities
  • PBX Functional Support Process Flow
  • Asterisk Maintenance Matrix
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
Process Step Description
Report Key User detects a potential problem or issue and logs into the Helpdesk.
Record Helpdesk creates a trouble ticket The priority is assigned as described above.
Assign The relevant consultant is manually assigned the problem.
Resolve The assignee works to resolve the issue. This may mean answering the question, fixing a problem, accepting a request for an enhancement, or providing a temporary workaround. It may also mean recommending that work be deferred or incorporated into a planned project.
Document The assignee documents what was done to resolve the issue, as well as recommendations for its disposition.
Close The response team reviews the issue and the recommendations. The response team may close the problem, re-assign it, or defer it for later resolution.
Service Norms Matrix
Problem Severity Response Time Max-Resolution Time
S-1 30 minutes 4 hours
S-2 30 minutes 8 hours
S-3 30 minutes 16 hours
Escalation Matrix
Severity Level 1

75% of Resolution time to Account Manager

Severity Level 2

150% of Resolution time to Service Delivery Head – Infrastructure Management Services/IT Manager of the Enterprise

Severity Level 3

400% of Resolution time to Business Head

Call Severity Matrix
Severity Level 1 (Critical)

Any 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)

Any 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)

Any 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.