What is outsourced VoIP support?

Handing the day to day running of your phone system to a specialist instead of carrying it in house. In practice that means adds, moves and changes, call flow edits, handset faults and call quality problems go to us rather than to your IT team.

What does capped monthly management mean?

You email requests, we action them, and the monthly cost is agreed in advance so a busy month does not produce a surprise invoice. Project work such as a new site or a system replacement sits outside the cap and is quoted separately.

Do you support systems you did not install?

Yes, and that is most of what we do. It does not require replacing your system or moving your service.

Will you work alongside our existing MSP?

Yes. We usually work alongside them rather than through them, which takes a hop out of every phone request.

Do we have to move our phone system to you?

No. If the system you have is sound, keeping it is the cheapest answer and we will tell you so.

Who can raise a request?

Whoever you decide. Some IT managers want everything routed through them, others would rather reception rang us directly about a broken handset. Both work, and it is worth agreeing at the start.

What is not included?

Your network, internet service and cabling stay with you. We will tell you when a call problem is on your side of the line, and why, rather than returning it as no fault found.

Outsourced VoIP support for IT managers

If the phone system is on your list and you do not want it there, this is the page for you. We take it on, so the calls about handsets, extensions and voicemail stop landing on your desk.

What we take off you

Phones sit awkwardly in most IT roles. They are not really networking, they are not really applications, and they generate a steady trickle of small requests that are quick to do and constant enough to be a nuisance.

That trickle is what we take:

Adds, moves and changes. A new starter needs an extension, somebody moves desks, a handset needs reassigning.
Call flow changes. Different after hours behaviour, a new option on the auto attendant, a public holiday message.
Ring groups and queues. Who rings, in what order, and for how long before it rolls somewhere else.
Voicemail, forwarding and diverts, including the ones people ask for at four o'clock on a Friday.
Handset faults, including the ones that turn out to be a cable or a switch port.
Call quality investigations, which are usually a network problem and are exactly the sort of thing that eats an afternoon.
New handsets, configured before they arrive so the deployment is a plug rather than a project.

Capped monthly management, and what capped actually means

The arrangement is straightforward. You email a request, our staff action it, and the monthly cost is agreed in advance.

The point of a cap is that a busy month does not produce an invoice you have to explain to somebody. You know what the phone system costs to run, and a fortnight of restructuring the call flows does not change that number.

What sits outside the cap is project work: a new site, a system replacement, a physical install. Those are quoted separately and you know before anything starts.

What stays with you

We are not trying to take over your network, and it would not work if we did.

You keep the network, the internet service and the physical cabling. We will tell you when a call quality problem is on your side of the line, with the reason, rather than sending it back as "no fault found".

You keep the commercial relationship with your carrier, unless you would rather we handled it, in which case that is a conversation.

You keep control of who can ask for what. Some IT managers want every request routed through them. Others would rather reception could ring us directly about a broken handset and never involve IT at all. Both work, and it is worth deciding at the start.

If you already have a provider

Plenty of IT managers come to us with a system somebody else installed and a support arrangement that is not working.

We support equipment we did not sell. That is most of what we do, and it does not require moving your service or replacing anything. If the system is sound, keeping it is the cheapest answer and we will say so.

If you have an MSP handling everything else, we work alongside them rather than through them. That usually removes a hop from every phone request, which is the thing that makes phone tickets slow.

What we work on

We work across Yealink, Grandstream, Yeastar, 3CX and FreePBX, hosted or on premises. We are not a partner, reseller or authorised agent for any of them, which means we have no reason to steer you toward one brand's product line.

If you are weighing up where the system should run, hosted PBX covers the choice.

The part most providers are bad at

We answer our own phone. There is no queue and no ticket number before a person is involved.

That matters more in this arrangement than in any other, because the whole reason to outsource phone support is that you do not want to project manage it. Handing a nuisance to somebody who turns it into a slower nuisance is not a saving.

Everything we publish is also free and ungated. If one of your staff prefers to fix it themselves at seven in the morning, the guides are there and they do not ask for an email address.

What it costs

The monthly figure depends on how many extensions and sites you have and how much change you generate. A stable thirty extension office and a fifty extension operation restructuring every month are different jobs.

Tell us the size of the estate and roughly how often things change, and we will quote a capped monthly figure. Project work is quoted separately.

Getting a straight answer

Tell us what you have, what keeps landing on your desk, and what you would like to stop dealing with. Call 1300 865 879, or send us the details.

If you would rather test us before committing to anything, ring with a live problem. We answer support calls whether you are a customer or not.

Common questions

What is outsourced VoIP support?: Handing the day to day running of your phone system to a specialist instead of carrying it in house. In practice that means adds, moves and changes, call flow edits, handset faults and call quality problems go to us rather than to your IT team.
What does capped monthly management mean?: You email requests, we action them, and the monthly cost is agreed in advance so a busy month does not produce a surprise invoice. Project work such as a new site or a system replacement sits outside the cap and is quoted separately.
Do you support systems you did not install?: Yes, and that is most of what we do. It does not require replacing your system or moving your service.
Will you work alongside our existing MSP?: Yes. We usually work alongside them rather than through them, which takes a hop out of every phone request.
Do we have to move our phone system to you?: No. If the system you have is sound, keeping it is the cheapest answer and we will tell you so.
Who can raise a request?: Whoever you decide. Some IT managers want everything routed through them, others would rather reception rang us directly about a broken handset. Both work, and it is worth agreeing at the start.
What is not included?: Your network, internet service and cabling stay with you. We will tell you when a call problem is on your side of the line, and why, rather than returning it as no fault found.