Asterisk support 24x7 - *astTECS
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Transcript of Asterisk support 24x7 - *astTECS
*astTECS
Established in 2007 with a Vision to lead the Open Source Telephony revolution.
Today *astTECS is the No. 1 provider of open source telephony solution in India.
Growing fast to become the global player with partners, products and & customers
spread Across 22 countries.
Video Conference
*ast V Series
IVRVoice Recorder Call Center Dialer
Mini PBX
GSM Gateway
Our Areas of Expertise
AsteriskBased Products & Solutions
GSMC – Global Support Management CenterIn India which works 24x7 - 365 Days
and currently caters to over 26 countries.
On-Site Support
Remote Support
Middle EastUSA
Asia
Bangalore, India
www.astTECS.com
Remote Support
Africa
AustraliaSouth America
Bangalore, India
Provide quality and cost effective support to asterisk community across
the globe.
Advantages of *astTECS 24/7 Asterisk support Center:
*astTECS 24/7 AsteriskTM Support Center
www.astTECS.com
Advantages of *astTECS 24/7 Asterisk support Center:
� Cost Effective – Strategically located in India the outsourced hub of the world.
� Availability of qualified and trained engineers.
� Flexible support packages to suite client needs.
� Local direct access numbers for each region.
� Efficient escalation matrix and ticketing system
� Avail support on Call, Mail & Chat.
Support Structure
The support system is built in such a way that 99 % of the calls can be handled remotely and thereby
proactively working towards 99% uptime.
The first point of contact for the end customer is always the support team in Bangalore.
After an initial analysis of the case, this would be distributed internally to the respective experts. In case,
a on site visit is unavoidable *astTECS will contact the local partner to go on-site and carry out ana on site visit is unavoidable *astTECS will contact the local partner to go on-site and carry out an
analysis.
Call at Bangalore
Support Center.
Initial Analysis:
On-Site Required?
Inform Partner.
Partner On-site and
co-ordinate with
Support Center.
Try to solve the
problem remotely.
On-Site Required?Yes
YesNo
Problem Solved.
Inform Customer &
Partner.
The Call Flow
www.astTECS.com
Support Level
1. Evaluation Team: Every incident which is reported comes to this team, and they create
a ticket for the customer (if not already created) and assign Priority for the same.
Priority is based on certain parameters which are predefined and have been decided
after taking various parameters into consideration.
www.astTECS.com
2. Level 1 Team: These are more experienced engineers than Evaluation team and are
more technically competent as well. If Evaluation team is not able to solve the reported
incident, it is escalated to this team or, if the priority of a ticket is higher the ticket is
escalated to this team.
3. QA Team – Level 2 : This is the team who has designed the product. Developers and
Quality assurance engineers work in this team. If a Tech Lead is not able to resolve a
problem it is escalated to this team. They try to recreate the issue and find either a
solution or a workaround. The maximum time-frame for them to work on the reported
issue is 5 business days.
Escalation Matrix
Issue Reported at
Evaluation Team
GSMC direct line
Escalation Level 1 Tech Lead
www.astTECS.com
Escalation Level 1 Tech Lead
Escalation Level 2
QA Team
Product Manager
Final Escalation COO, CTO
iTECS Communications Pvt. Ltd. INDIA
AddressAddress::
No 35, Krishna Reddy LayoutNo 35, Krishna Reddy Layout
DomlurDomlur, ,
BangaloreBangalore
Karnataka Karnataka –– 560008560008
+91 08 6640 6666 - INDIA
Karnataka Karnataka –– 560008560008
INDIAINDIA
www.astTECS.com
Asttecs_technical