Technical support | PortaOne

Technical support

Learn about our PortaCare and PortaCare Pro / Pro+ subscription programs for maintenance and technical support.

Your most valuable asset is our most valued quality:
top-notch customer care

At PortaOne, we’re proud of the reputation we have earned for our support services. The PortaOne Technical Support Team has continually earned the honor of providing ‘best-in-industry’ support.

We offer world-class technical assistance to our customers, working with them as partners to ensure that their optimal networking solutions are deployed, maintained, and upgraded in an efficient, cost-effective manner.

What's on this page

Petrov Yevgen PortaOne

Yevgen Petrov

Support Team Lead

We know that speed, accuracy, and communication is critical to our customers’ continued business success. Thanks to our PortaCare and PortaCare Pro / Pro+ programs, we are able to ensure all of this and maintain a high standard of support and assistance. 

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Compare PortaCare and PortaCare Pro / Pro+

PortaOne offers a range of support options for businesses with varying needs. PortaCare is great for everyone. PortaCare Pro and PortaCare Pro+ are made for businesses with highly demanding operations that require an extra level of attention. 

  • PortaCare
  • PortaCare Pro
  • PortaCare Pro+
PortaCare PortaCare Pro PortaCare Pro+
Subscription program
High-value subscription program
Premium subscription program
Technical support - 24/7/365
Remote automated system monitoring - 24/7/365
All maintenance releases with new features and updates
Dedicated customer success manager
Contact center direct phone number
Real-time chat with technical support
Man-days for professional services per year 10 20
PortaTokens per quarter 5 10 20
$20,000 in service credit
LERN MORE ABOUT PORTACARE LERN MORE ABOUT PORTACARE PRO LERN MORE ABOUT PORTACARE PRO+

PortaCare

Includes all updates, automated remote monitoring, a dedicated Customer Success Manager, and 24/7 technical support for PortaOne products.

What's included?

PortaCare consists of four fundamental benefits:

Technical support

Customers can contact the PortaOne technical support team any time of day, any day of the year. This includes:

  • Priority-based email support 24 hours a day, 365 days a year
  • Initial system configuration and testing, initial IP firewall setup, and security updates
  • Assistance in the unlikely event of system downtime/failure
  • Log file rotation and compressing
  • Disk space monitoring, backup policy, and setup
  • Issues investigation and verification
  • DNS and NTP clients setup and monitoring
  • DB recovery and replication monitoring

Dedicated customer success manager

Gain exclusive access to someone who knows your goals, your technical issues, and how to communicate your needs to every PortaOne department to guarantee that your issues are resolved ASAP on your behalf.

Your Customer Success Manager can even help you realize your vision for a new product or service by sharing successes and best practices from other PortaOne clients, arranging business analysts and other experts to build a project plan, and coordinating development and integration – ensuring a successful launch.

Automated monitoring

Our automated monitoring system is constantly monitoring your PortaSwitch and PortaBilling installations to help prevent issues before they happen. This includes:

  • Replication monitoring and recovery of databases
  • Automated alerts in cases of outages or malfunctions
  • Proactive system management services 

All updates & maintenance releases

PortaOne uses an agile method of updates that meets our customers’ demand for faster functionality deployment. This includes:

  • Installation of regular software maintenance releases (MRs)
  • New functionalities (module, feature, change in interface) every 7 weeks
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PortaCare Pro/Pro+

includes all standard benefits plus 24/7 engineering support, real-time expert communication, and complimentary professional services.

What’s included?

PortaCare Pro/Pro+ give you the same engineering assistance and regular system updates (with all the new features included in those new releases!) that you’ve come to expect – and more:

Contact center direct phone number

With PortaCare Pro, you have a direct line that connects you immediately with our technical support center 24/7.

One phone call ensures a Customer Success Manager and the appropriate technical support engineers are involved, speeding up the resolution process and keeping you informed at all times. 

Complimentary professional services

PortaCare Pro/Pro+ both include complimentary professional services: 10 man-days per year for PortaCare Pro and 20 man-days per year for PortaCare Pro+.

These resources can be applied to any professional services from PortaOne: training sessions, dedicated engineering assistance, business analysis, system design, custom development, and integration efforts.

$20,000/year in service credit for PortaCare Pro+ customers

Gain a valuable bonus credit for a wide set of services that will provide you with comprehensive support and safety for your business. This includes:

  • $12,000 for the Add-on Mart – our iPaaS subscription for value-added services (read more about the Add-on Mart)
  • $3,000 for product training for new staff or to allow your team to quickly master the new functionality of PortaSwitch, online or onsite (read more about training)
  • $3,000 for dedicated engineering time for configuration reviews to prevent UX or performance issues due to non-optimized settings
  • $2,000 for security audits to protect your PortaSwitch against fraud attacks and unauthorized access

Real-time chat with support

We offer a real-time chat option to decrease time spent in clarifying issues – and increase the efficiency of your working day.

Schedule a chat in advance to guarantee the availability of our expert engineer. Your chat history is saved and available for review, even after the chat is over. 

Quarterly PortaTokens

Use PortaTokens to vote for your preferred customizations and new functionalities in the PortaOne wishlist. Each quarter, the most popular requests are added to the official development roadmap and delivered by the PortaOne DevOps team in an upcoming maintenance release.

With 10 PortaTokens per quarter, PortaCare Pro customers will have twice as much voting power as standard PortaCare subscribers (5 PortaTokens per quarter), while PortaCare Pro+ customers will have access to 20 PortaTokens per quarter.

SIGN UP FOR PortaCare PrO / PRO+

Escalation of Customer Requests

We have established a system which guarantees your requests are addressed as quickly and as efficiently as possible.

For a complete breakdown of the update commitments based on the priority of the request, please see the chart below.

How it works:

  1. The customer’s request is logged and prioritized.
  2. The TSE (technical support engineer) works with the customer to resolve the issue.
  3. Informational requests, once concluded, are closed with the customer’s approval.
  4. For issues requiring more time, such as troubleshooting or investigation, the TSE will keep the customer informed of the progress based on the update commitments.
Priority 1 Priority 2 Priority 3 Priority 4
1st Email 1 hour 2 hours 1 business day 2 business days
Updates Hourly, or as agreed between customer and PortaOne Every two hours, or as agreed between customer and PortaOne Once per business day, or as agreed between customer and PortaOne Once every other business day, or as agreed between customer and PortaOne

If the support requested is not resolved within the defined time limits, the following managers will be notified for further assistance.

Priority 1 Priority 2 Priority 3 Priority 4
Immediate Technical Support Manager
1 hour Customer Relations Manager Technical Support Manager
4 hours CTO Customer Relations Manager
8 hours CTO
48 hours Technical Support Manager
96 hours Customer Relations Manager Technical Support Manager

Feedback from PortaCare subscribers

The PortaSwitch platform from PortaOne provides us with as many possibilities as a Rubik’s cube - but without the complexity. We get call switching with real-time rating alongside customer handling and subscription charging. All wrapped up in 24/7 support by very competent engineers. The price? It is reasonable and fixed!
Ervin WittnerSenior System Architect at Phonect AS
PortaOne-partner--phonect-as
We were VERY impressed with PortaOne as a company and the PortaSwitch equipment was superbly engineered, reliable, and hugely flexible.
Jonathan CollardCommercial Director at Tripudio Telecom
Jonathan Collard
After working with PortaOne for over 10 years I'm still always impressed with the support team's dedication and quick, clear, and accurate replies. They save me a great deal of time by avoiding repeated back and forths. It’s a pleasure to work with such a knowledgeable and responsive team!
Rick WelchBilling Manager at AVOXI
Rick Welch
This was our first time using PortaOne in a mobile core context, so naturally, we had a lot of questions. I couldn’t have done this without the support team. They didn’t just offer technical help—they really took the time to understand what our products do and what our sales team actually needed. That made all the difference. Their guidance helped us figure out the next steps and configure the solution properly. We’re quite happy with the discovery—and the collaboration.
Branislav PetkovićCTO at Sat Trakt doo Bačka Topola
Sat Trakt doo Bačka Topola
Our migration from ICC/Boom to our own PortaOne on-prem SaaS setup went incredibly smoothly. The PortaOne team provided exceptional support — not just during the migration itself, but also in the planning phase and ongoing operations afterward. Their structured approach, clear communication, and rapid issue resolution made us feel fully supported every step of the way. Even after go-live, their responsiveness and deep expertise have continued to impress us. It's been a genuinely outstanding experience, and I'd wholeheartedly recommend PortaOne to any telco planning a similar transition.
Bernard BuitenhuisCTO at MaxiTEL Telecom
MaxiTEL Telecom logo

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