UK FreePBX Support, 30 Minute SLA 24/7

Professional Configuration, Management and Support of FreePBX & PBXact

24/7 FreePBX Support

Our telephony engineers are UK based, in-house, and on shift around the clock. FreePBX and Asterisk are not a line on a capability list here: our own telephony runs on it, we host cloud FreePBX and PBXact switches for customers in our own UK data centres, and we support every one of them ourselves. When a trunk drops at three in the morning, the engineer who answers is one of the people who runs that platform daily.

"No inbound calls since the trunk re-registered"
"One way audio on anything external"
"The switch has been hit for toll fraud overnight"
"Every call drops at exactly fifteen minutes"

Service levels run from a 4 hour response Monday to Friday through to 30 minutes, 24 hours a day, every day of the year including bank holidays. There is no support contract, no minimum term and no notice period: you buy hours at our published rates and you draw against them. Every tier reaches an engineer, because we do not employ anybody to read a script at you first.

UK engineers, no outsourced first line 30 minute SLA, 24/7/365 Our own FreePBX estate in production Cloud switches hosted in UK data centres 20 years on Asterisk and FreePBX No contracts, buy hours and use them

We Run This Platform Ourselves

GEN's own telephony runs on FreePBX and Asterisk, and it has done for twenty years. Every call into our offices, every engineer on shift and every out of hours escalation passes through switches we built, maintain, monitor and upgrade ourselves. Alongside that estate we host a large number of cloud FreePBX and PBXact switches for customers in our own UK data centres, dedicated and shared, and we support all of them: the platform underneath, the switch itself, the trunks into it and the handsets on the end of it.

That is the difference at three in the morning. The engineer who picks the fault up is not reading a knowledge base article about a product nobody in the building has deployed. They are running the same versions, on the same kind of hardware, with the same trunk providers, and there is a fair chance they have already seen the fault on our own estate.

Our own production switches: GEN's telephony, queues, out of hours routing and engineer escalation all run on FreePBX, in-house, with no third party operating any of it.
Hosted cloud switches: dedicated and shared FreePBX and PBXact instances in our own UK data centres, on our own hardware and our own network, with hybrid on-premise and cloud designs where resilience demands it.
Supported by the people who run it: hosted, on your premises, or at another provider entirely, the same UK engineers take the case either way.
Watched around the clock: trunk registrations, call quality, disk, load and fraud patterns are monitored, so most of what we fix is raised by us rather than reported by you.

If a switch is down now, raise it on the HelpDesk or see emergency support.

Decades of Experience

For over two decades, GEN has been a trusted partner in delivering comprehensive support for FreePBX and PBXact, evolving alongside the platforms from their early days under Schmooze to their current stewardship by Sangoma. Fonality, Elastix, FreeSwitch, and many more have come and gone and we've supported them all.

From consultancy to custom development and system integration, with GEN you gain a partner committed to supporting your telephony needs across the full spectrum without compromise, all based on 20 years of expertise in the Asterisk & FreePBX Ecosystem. Take a moment to look at our capabilities, and the broad scope of our development and customisation services.

FreePBX Consultancy

Professional consultancy empowers businesses seeking to harness open-source telephony, offering tailored advice on system design and deployment strategies. GEN, as a long term proponent of open-source has been involved with FreePBX for 20 years and we have deployed thousands of installations. Whatever your telephony needs, we'll discuss and propose the most effective and efficient solutions leveraging the power of open-source.

FreePBX Support

Beyond initial deployment, GEN excels in ongoing maintenance and programming, ensuring FreePBX and PBXact systems remain secure, reliable, and optimised for performance. Our maintenance services include proactive monitoring, regular updates, and swift troubleshooting, all designed to keep your communication systems running smoothly.

We maintain a FAQ of common FreePBX configurations for SIP Trunking providers available at FreePBX FAQ, and of course we can assist with configuration and troubleshooting.

FreePBX Development

For organisations requiring bespoke functionality, our programming expertise allows us to customise FreePBX to meet specific operational needs, from advanced call routing to bespoke integrations with CRM or ERP systems. See {{IP Voice|Services,Voice-SIP}} for more information.

We also have a selection of custom modules for FreePBX to handle a range of business needs including CRM integration, API Exposure, Automation, Hooks and more, and we maintain a repo of code examples at GENWiki which are free to use.

AI and LLM

Are you considering Large language models to leverage intelligence features? GEN have already built a catalogue of AI powered add-ons and dialplans for FreePBX including:

Voice to Text
Text to Voice
Pass to LLM (Local or Remote)
GET and POST to APIs
Transcripts and Aggregation
Smart Routing and Smart Queues

FreePBX Cloud

In today’s cloud-centric world, GEN fully supports robust cloud hosting solutions for FreePBX and PBXact in our own UK datacentres. Our cloud services provide the flexibility and scalability modern businesses demand, supported by enterprise-grade infrastructure and stringent security protocols.

Not only can we provide FreePBX Dedicated and Shared Cloud Hosting, but we can operate hybrid cloud solutions mixing on-premise and cloud for resilience and coverage. The switches sit on our own hardware, on our own network, in UK data centres, and they are supported by the same UK engineers around the clock. Nothing is sublet to a third party platform and nothing leaves the country.

Open Source & Rock Solid

The open-source nature of FreePBX underpins the exceptional reliability and boundless potential, offering businesses a communications foundation that can be moulded to any use case. Unlike proprietary systems, open-source architecture is inherently secure, reliable, and flexible, reducing costs, increasing efficiency and avoiding vendor lock-in. With a global community of developers continually enhancing the platform, backed by Sangoma, to always keep FreePBX and PBXAct at the bleeding edge of innovation. For over 20 years, GEN has leveraged FreePBX on thousands of installations and have seen significant growth in popularity and adoption. When it comes to telephony, there really is only one platform that dominates, FreePBX.

GEN Actively contributes to the project, and releases code and documentation to the community, because we believe in the future of FreePBX and PBXact. Visit the GENWiki for source code and resources. We will continue to expand our services to include new features, improvements, and endpoints so we are always ahead of the curve.

SIP Trunking

Configuring and troubleshooting SIP trunking is a common occurrence for our technical team, with so many options and requirements from different providers, but we have setup and configured pretty much all of them over the years.

If you're looking for some DIY then head on over to the helpdesk FAQ where you'll find common FreePBX configuration examples for many SIP Trunking providers.

Technical Support

Our support packages range from a 4 hour response Monday to Friday 0900-1730 through to a guaranteed 30 minute response 24 hours a day, every day of the year including bank holidays. We understand that every business has unique requirements, which is why we offer flexible service level agreements to ensure you receive the exact level of support you need within your working budget. Five engineering shifts a day mean an overnight handover is a conversation between two engineers rather than a note left in a ticket. Our services encompass everything from basic break/fix solutions to full-service configuration and assistance, including proactive monitoring and management of your Asterisk environment.

We're committed to keeping your communications running smoothly, regardless of the complexity of your setup. Moreover, our expertise extends to a wide array of endpoint devices, allowing easy setup and support regardless of your choices.

We fully support popular brands such as Grandstream, Yealink, Cisco, Sangoma, Siemens, Mitel, Snom, Fanvil, Avaya, and many more, making us your one-stop shop for all things FreePBX, PBXAct and Asterisk.

How We Support It

Our engineers are UK based and in-house, with no offshore outsourcing: the specialist who takes your case is the specialist who works it, and they hold the production experience to match the equipment in front of them. Risk is assessed before anything is changed, the SAPR method is applied to every fault, and five shifts a day mean an overnight handover is a conversation between two engineers rather than a note left in a ticket. Our AI runs on our own hardware in our own data centres, and it never writes a word you read.

There is no support contract, no minimum term and no notice period. You buy hours at our published rates, use them when you need them, and what you do not use carries over. How GEN support works sets all of it out in full.