Support

Whether your problem is with the PBX, SIP Phone, Voice over IP (VoIP) network, or somewhere in between; BluegrassNet Voice can help.

Main Support Number: 502-589-4638

This is the General HELP number for all customers. Your call will be answered by a triage agent who will record the incident and issue a ticket number. The agent will then immediately direct you to the proper person that can help you with your issue. If technicians that can help with your specific problem are unavailable, you will get a call back. Please make note of your trouble ticket number. If you call in the future, this help us reference your issue faster. If you are routed to voicemail, please leave a message and if you can, send an e-mail to techsupport@bluegrass.net explaining the nature of the issue.

Thirdlane PBX is a complete software PBX combining Asterisk, Thirdlane PBX Manager GUI and other components into a powerful system that is easy to install, customize and manage. BGNV is one of the world's leading Thirdlane Support Consultants. We plan, build, deploy, troubleshoot, and maintain many Thirdlane PBXs. Our experience includes: multi-city call centers; integration of Thirdlane with CRMs, Queuemetrics, iSymphony, etc; and custom AGI scripts to integrate with 3rd party applications. If you need help, call the general support telephone number (shown above) and someone will help you with your issue or contact us via this website.

» Digium / Asterisk Support

Asterisk is software that turns an ordinary computer into a voice communications server. Asterisk powers IP PBX systems, VoIP gateways, conference servers and more. It is used by small businesses, large businesses, call centers, carriers and governments worldwide. Asterisk is free and open source. Asterisk is sponsored by Digium. BGNV has dCap certified Asterisk engineers on staff. We are very well versed in Unix / Asterisk / Telecom / Networking issues that can play havoc on VoIP customers.

» Support & Billing Policy

BluegrassNet Voice supports many customers not only with their monthly telephone service, but also with their hosted and on-site PBX telephone systems as well. The purpose of this Support Policy is to clarify to our customers how we determine what is a "billable event" versus what is "included support and assistance" with their monthly services:

• When the problem is the result of an issue stemming from monthly recurring services or BGNV equipment (example: sudden outbound DTMF issues with upstream carriers), action to fix the issue is not billed.


• When action is required to troubleshoot a customer side problem, make changes to customer settings, or simply give consulting advice, this is considered a billable event.


• BGNV has three billing rates: Scheduled Normal Rate, Scheduled After Hour Rate, Emergency Rate. Speak to your account rep to find out what these respective rates are. Volume discounts are available. Support Contracts with smaller billing increments are available and encouraged.


• Customers that receive billable support that DO NOT have support contracts are billed on hourly increments.


• Customers with Support Contracts are billed on 15 minute increments at their negotiated rate.


• The triage of support is prioritized based on both severity of the problem and support contract level. For example someone calling in for immediate help that is not on contract may find themselves waiting in line behind some other customer's scheduled work who is on a pre-paid support contract. BGNV reserves the right to make final determination of priority in the event that multiple customers converge on the same time slots for request.