Support Overview

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Support Services

NeturallySpeaking customer support team is among the best in the business. Each associate goes through an extensive training program prior co answering live support calls and responding to support tickets. If you ever need to engage our support team, you will be assisted by a professional, courteous and knowledgeable individual who has one goal in mind…to help you, the customer.

Core Support Service

NeturallySpeaking’s “Core” support service provides a basic level of support for NeturallySpeaking provided communications systems. Core support service includes;

  • Basic Troubleshooting
  • Remote installation assistance Network configuration guidance, Hardware Support
  • Setup of IP Phones
  • General System Configuration

Platinum Care Support Services

For organizations whose needs require a higher level of support NeturallySpeaking’s Platinum Care Support provides a comprehensive support service designed to meet mission critical IP Telephony needs. Platinum Care support includes all of the benefits of Core Support, plus:

Our Network Services Group provides customers with 24/7 support of their IP telephony systems, keeping their business and systems up and running. By choosing his option NeturallySpeaking takes full responsibility for problem isolation and resolution.

Which Support Contract should I consider?

Core support plans do not include holidays. Customers who choose to upgrade their existing support plan to a higher support plan will retain the remaining value of their original plan in the form of an extension on the duration of their new support plan.

Hourly Support pricing

Initial response within 1 hour between the hours of 8:00AM- 6:00PM EST

  • $ 150 per hour (prepaid)
  • $ 675 per 5 hour block (prepaid)

Supported Software:

All support plans cover Asterisk and the many Asterisk add-on components provided by NeturallySpeaking.

NeturallySpeaking technical support team is here to back you up. If you need help with installation, configuration, troubleshooting or resolution of software issues then give us a call. Or open a case from the NeturallySpeaking customer support portal.

Advanced Hardware Replacement If a critical telephony hardware component fails the costs can add up an quickly. With advanced hardware replacement, customers can get things running in a hurry.

Consultative Support: Support is not just break fix. Consultative support allows you to schedule with a member of NeturallySpeaking’s technical staff to review your existing Asterisk implementation plan, review upcoming roll out or upgrade, or to cover some of the finer points of Phone System administration.

Each customer phone system, be it virtual or dedicated, across the network is monitored for system availability and health. The NeturallySpeaking NOC is alerted when any system fail to respond, or have CPU or disk utilization statistics that exceed pre-programmed thresholds. Our focus is on proactive monitoring. Our state of the art monitoring system allows NeturallySpeaking engineers to address issues as soon as possible typically before they can cause problems with end user service.

NeturallySpeaking maintains a backup of your phone system which on a nightly basis, to a network anached storage device. A weekly off-site backup 1s also performed. This allows quick restoration of a failed system. With our Platinum support package we will automatically contact you and fix  the problem many times before you even knew there was an issue.

With so much riding on your phone system it is imperative that you identify problems before they occur. NeturallySPeaking’s Network Monitoring service provides 24/7 monitoring of your mission critical servers or other IP devices. Our data center montoring system provides real time multimedia alerts triggered when errors occur, performance thresholds are exceeded, or connectivity problems are detected and verified.