Support
Software that runs a business does not get to fail quietly. A dialer that stops dialling, a fax queue that stalls, a school portal that will not load on results day. Every product we license comes with people behind it, and this page explains how to reach them and what they cover.
Reaching us
Everything goes through one help desk, whichever of our products you run. You get a ticket number, a written history, and the same engineers who wrote the software rather than a first line reading from a script.
Include your product and version, what you did and what happened instead, whether it affects one user or everybody, and the exact error text. That single message usually saves a day of back and forth.
What support covers
- Installation and upgrade of the licensed product on your server
- Configuration questions, including SIP trunks, gateways and routing
- Investigation and fix of faults in the software itself
- Security patches and product updates for the supported version
- Help recovering a server after a failure, and advice on avoiding the next one
Development work, custom modules, white label changes and integrations with your own systems sit outside a support plan. They are quoted separately. Ask and we will tell you plainly which side of the line your request falls on, before any work starts.
Monitoring, so the ticket opens before you notice
Most outages are not sudden. A disk climbs past eighty percent for a fortnight. A SIP trunk stops registering and nothing complains until Monday morning. A certificate expires on a date that was visible for ninety days.
Customers on a yearly plan have their servers connected to our monitoring platform. It checks the machine from outside, the way a customer would reach it, and runs a small agent on the node that reports every minute from the inside. When something critical breaks it opens a ticket on your account, so you hear it from us. Anything below that threshold stays on a dashboard our engineers read, and appears in a health report on the first of each month.
It is not limited to our software. Any Linux server running Asterisk, FreeSWITCH, or an ordinary web and database stack can be watched the same way. Here is exactly what it checks, and what it deliberately does not wake anyone for, with screenshots from a live installation.
For the service itself and what it includes, see monitoring and support services. If your estate is Asterisk heavy, Asterisk support and development covers the deeper work.
Product documentation
Each product carries its own guides and its own support pages, which are usually the fastest answer at two in the morning:
ICTContact for the contact centre, ICTBroadcast for voice, SMS and fax campaigns, ICTFax for the fax server, ICTPBX for the multi tenant PBX, ICTCRM for the CRM, ICTDesk for the help desk, and ICT Exam for assessment.
The framework underneath the telephony products is ICTCore, which has its own guidance for developers building on top of it.