*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

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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

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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

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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.

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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

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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

Technical@asttecs.com

Asttecs_technical