What to do when you experience connection or quality issues when you have implemented Bring Your Own Carrier (BYOC)?
While our team will actively monitor the status of any SIP Trunk with registration enabled, we will not take direct action, but our team will inform you about any incidents that occur that are visible for us such as the SIP Trunk becoming unavailable. The costs that are occurring due to this active monitoring are subject to be invoiced to the customer depending on the Service Level Agreement.
In situations where you experience connection or quality issues such as robotic audio, one way audio or dropped calls, it's mandatory to deliver full traces of your calls to support. Your IT Manager will be our direct point of contact and the IT Manager is responsible for the communication with your SIP Trunking partner.