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Support

New Customers

New Hosted customers are entitled to 1 hour of support to help get their hosted system up and running the way they would like it set up. If you have a new onsite PBX initial support will be included as quoted to you.

Existing Customers

For existing customers of MBIT that are not on a support plan please see the following table for a guide line of our charging procedure and rates. Please note if you are unsure if your support call or ticket will incur a charge please confirm with the support agent.

Support Enquiry Charge

Call Quality Concern

MBIT will conduct an initial investigation for you on your call quality concern free of charge and advise where the problem is occurring.

After this any changes required to be completed by MBIT to your networking equipment will be charged.

Phone Diversion due to fault
(PBX failure, Internet outage etc.)

We do not charge to divert your phone lines if your request is within business hours (Mon-Fri 9am – 5pm) and you need to have your phone line diverted due to a fault with your service or equipment.

After hours diverts incur a minimum of 1 hour support time.

Configuration changes to HPBX or Asterisk not including diversions due to fault or unforeseen circumstance.

Charged per 15 mins

New Hardware install and setup

If the Hardware has been purchased through MBIT there will be no charge otherwise setup is charged per 15mins

General PBX and Phone issues

General issues are charged per 15mins, reoccurring issues or faults caused by the MBIT Network or a MBIT technician will not be charged.

Please note when you create a support ticket with MBIT you will be given a ticket number, if you are not satisfied that your request was resolved then please contact MBIT so that you are not charged for a reoccurring issue.

Not an MBIT customer but still need help?

MBIT do offer asterisk based PBX support for clients that do not use MBIT voip services, however your support call or ticket will be charged at a minimum of 1 hour.

Support Plans

Support plans included unlimited phone and ticket support during business hours.

Support plans are based off your needs and company size. It is $50 per PBX and $5 per physical extension, softphones are $10 per extension.

For a quote please call us on 1300 241 899