SLA Support

VoIP Technical Support

VoIP troubleshooting can be a daunting task when faced with all the options to consider. This can include LAN network problems, telephone systems and connections, ATA settings, dial plans, and Internet problems. Add wireless routers and bridges, NAT translation issues, firewalls, T1, DSL and cable modems, and ISP connections to this matrix and it's easy to see that there's a lot to look at. Because of this, it's important to first try to identify the problem, and then take logical steps to narrow down the possibilities that are causing the problem.

Narrowing down the factors until the problem no longer occurs may be the best way to start troubleshooting. For example, if you are experiencing a noise or hum problem on the phone, the first step would be to reduce the connections and the number of phones attached to the ATA. If, after connecting a phone directly to the ATA, all the splitters and other devices in between are terminated and the problem persists, then go one step further. Replace the phone you are using.

Is the problem still occurring or has the problem been fixed?

This way you can get to the bottom of the problem.

Networking and LAN issues

Networking and LAN (local area network) issues are best described as problems in one of the following areas:

  • Connectivity between one or more PC's and the Internet. Unable to make two way calls successfully from or to the phone connected directly to the IAD, even though there is dial tone. Check out how to configure Port Forwarding on your router.
  • The router has an unusual light display.

Sporadic loss or slowing of Internet connectivity, including calls going to dead silence or one-way audio.

Although these issues can occur at any given time, they are most likely to develop after a device has been added to an already existing network. If you are just installing your VoIP service for the first time, then topics under the VoIP Installation Issues would be best to search first.

Phone and Voice Quality

Phone and voice quality can include a range of issues and can be caused by hardware, Internet connections, interference, bandwidth, LAN connections and codecs. The symptoms will show as:

  • Echo

Bad audio, including buzzing, screeching and delayed speech. Choppy voice, numerous dead spots in the incoming or outgoing voice. You may need to set QoS for your VoIP ATA.

Phone and Voice Quality
  • Long delays in voice transmission.

VoIP quality issues can be both consistent and sporadic. Some can be identified and corrected relatively quickly, while the more infrequent ones can be challenging.

WAN Connectivity & the Internet

Internet problems can be caused by poor signal levels, faulty hardware, or low bandwidth. ISP connections and routing can play an important role in VoIP quality.

  • Echo

Bad audio, including buzzing, screeching and delayed speech. Choppy voice, numerous dead spots in the incoming or outgoing voice. You may need to set QoS for your VoIP ATA.

  • Numerous power cycling to correct loss of Internet connectivity.
  • Choppy voice, including dead spots in the conversation.
  • Noticeably delay in voice, bad echo and distorted communication.
  • Frequent issues with speed during certain periods of the day or evening.
  • Calls getting fast busy, number not found, and other unusual results.
wan internet connectivity issue

Correcting VoIP connectivity problems can result in not only better, clearer communications, but can solve a host of other related issues.

Faxing Issues & other devices

These problems are the easiest to identify. Communication errors often occur when faxing, and other devices may simply not work. On our VoIP fax pages you will find the settings that give you the best chance of success when sending faxes via a VoIP connection.

  • Faxing errors, specifically communication errors.
  • Alarm system integration.
  • Dial up modems and devices that use them.

Phone System Service Level Agreement (SLA)

Choosing a phone system is not like buying jeans. If a phone system is too tight around your calves, you cannot return it with the label attached. You may need to use the phone system that doesn't suit you. until your contract expires. That's why your service level agreement is important. It's an official document that clarifies what your provider promises to deliver and what happens if they don't. A document like this makes your phone provider responsible for responding to support requests, fixing bugs, and keeping your service running 24/7.

While the scope of service level agreements varies, here are a few things to consider when deciding on your next phone system.

Prioritize call quality in your service level agreement Of course, you want all calls to be clear and understandable. After all, telephone communication is about speaking and being heard. However, quality guarantees must be in writing.

Providers as each call traverses’ multiple potential breakpoints. Endpoint hardware, endpoint computer setup, local area networks, router settings, Internet connections, multiple telcos, and cell phones all need to work together for a network to work. Call is perfect.

While your phone provider cannot control every aspect of this chain, they can take steps to ensure the best quality possible. For example, providers can work with multiple providers and reroute your calls to another provider if one service is interrupted. Additionally, Quality of Service (QoS) parameters can be specified in your router so that each call has enough bandwidth to be clear.

Your phone system SLA may also include call quality troubleshooting guidelines. call for quick troubleshooting. Email or in-app notifications are also common, notifying users and admins of issues and a timeline for repairs.

Uptime SLA Commitments

We live in the digital age. The proliferation of the internet means your customers are buying, buying and requesting support at their own discretion. If your business is unavailable, your customers may want to shop elsewhere.

In addition, the phone remains the number one tool for consumers to contact businesses on urgent matters.

For this reason, your phone system uptime should be as close to 100% as humanly (and mathematically) possible. To avoid prolonged downtime, you should see in a service level agreement that your phone is doing everything it can to stay online. Are there backup systems? Does your phone system work with multiple providers to ensure there is a backup if one fails? Depending on which system you choose, you may be entitled to compensation for lost call time. An SLA determines these qualifying metrics.

Technical Support Obligations

If you need phone system support, it's probably something that can't wait until next week. In order for your provider to be honest about availability, many service level agreements specify how long it takes to wait for a response.

In many cases, a waiting period of more than one working day justifies compensation. It's also common for phone systems to provide rough estimates of support response times. Your expectations and the corresponding penalties can be set out in an SLA.


All technology-oriented companies must constantly strive to drive innovation. These changes improve the functionality of the product and aim to improve the overall customer experience. Part of that growth, however, is the occasional glitch or error.

All updates should be routinely tested, but sometimes small issues can't be identified until a feature is widely deployed. In this case, your Service Level Agreement may provide an estimated timeline for resolving reported errors.

When using a cloud-based solution, it is common for all users to receive an in-app notification when an error is found and how the phone provider plans to fix the situation.

Hardware Guarantees

While this is not a problem for softphones and other cloud-based solutions, hardware failures do occasionally occur. Phone systems that require external devices should have an SLA that specifies what to do if it breaks or isn't working properly.

Often your wireless service provider will set an exchange or return policy for specific devices, but on-site service may also be required. In any case, we don't want you to be left with a bill if your cables fray over time!

Hardware Guarantees

Legal Stipulations and your Service Level Agreement (GDPR, HIPAA, ETC.)

Your phone system service level agreement may contain information about compliance with industry standards. For example, any industry doing business in the EU must (as of May 2018) comply with the GDPR to protect consumer interests.

If you're in an industry with unique or specific regulations, it's a good idea to research in advance whether your future phone system can meet those requirements. The RFP (Request for Proposal) is closely related to the SLA. The RFP is your best way to test each service for specific functionality. , Compliance and Policies.

Once you find a phone system that meets your business needs, include it in writing with a Service Level Agreement.

A Final Note on SLAs

To recap, the provider degree settlement is a binding report among your corporation and a provider company that guarantees your dating could be useful and pass as planned. However, it’s crucial to realize how you — and the provider company — are going to display precise metrics.

That is to say, how will your degree whether or not the provider is preserving a high-quality degree? If possible, analyze those techniques explicitly. Some benchmarks could be without difficulty measurable (e.g., aid reaction time), however others can be self-reported, like in case your device is experiencing downtime.

Know what to expect regarding:

  • Call Quality
  • Service Uptime
  • Technical Support
  • Hardware
  • Legal Requirements