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Asterisk Support
& Maintenance Services
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.
Troop Asterisk Support & Maintenance Services can help you reduce
the time, effort, and cost of managing your Asterisk infrastructure.
Troop 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.
Troop Software has a 24x7 support infrastructure, so that the our
customers can use Troop'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. Troop 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.
Table 1: Service Norms Matrix for Asterisk
Support
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. |
Table 2: PBX
Functional Support Process Flow
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. |
Asterisk Maintenance
Services:
Apart from troubleshooting, your Asterisk
Infrastructure requires regular administration and maintenance activities.
Troop 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 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.
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