Solutions · Third-party PBX maintenance
Third-party support and maintenance for your existing PBX
We provide third-party support and maintenance for MX-ONE, OpenScape and OmniPCX Enterprise PBXs in Sweden and Germany. If yours works well, keep it. We take over support, keep the PBX up to date with the manufacturer’s security patches and help you plan the next step when you are ready.
We usually start with a simple inventory of your PBX, licences and integrations.
What we do
Keep what works, with a partner who knows it
Many organisations run their own PBX that does exactly what it should: hundreds of extensions, wireless DECT phones, alarms, queues and integrations built up over many years. It doesn’t need replacing just because there are new alternatives. It needs a partner who knows the platform, keeps it up to date and makes sure fault reporting works every day.
We have long experience of large enterprise PBXs. We take over support for Mitel MiVoice MX-ONE, OpenScape 4000, OpenScape Voice, OpenScape Business and Alcatel-Lucent OmniPCX Enterprise, and we also support Avaya PBXs. This includes older versions and PBXs that another supplier has looked after. We also look after the Mitel MiContact Center Enterprise (MiCC) contact centre and wireless DECT systems, such as Mitel IP-DECT or Ascom DECT.
As a partner of Mitel and Alcatel-Lucent Enterprise (ALE), we buy licences, renew software assurance and can escalate cases to the manufacturer. We have our own spare parts stock and work with subcontractors. We provide remote and on-site support throughout Sweden and in Germany, and in other countries through our partners.
What’s included
- Inventory of PBX, licences and integrations
- Takeover with a parallel period and a handover plan
- Fault reporting with agreed response times by priority, and out-of-hours support when needed
- Security updates according to a plan
- Renewal of software assurance with the manufacturer
- A plan for the lifecycle and the next step
Benefits
What you get
Your investment stays useful
The PBX you have already paid for keeps delivering value as long as it is secure and does what your organisation needs.
A partner who knows the platform
Engineers who know your PBX and get to know your configuration.
Secure over time
Security updates according to a plan, and remote support that you control.
A way forward at your pace
When you are ready: an upgrade, virtual servers or Teams alongside the PBX, without having to replace everything at once.
The takeover
How we take over support
| Step | What it covers |
|---|---|
| 1. Inventory | Platform and version, servers, gateways and cards, phones and DECT, licences, integrations, operator connections and numbering plan. We usually do the first inventory free of charge |
| 2. Documentation | Operational documentation, configuration backups, network diagram and certificates with expiry dates |
| 3. Access rights | The previous supplier’s accounts are removed and the passwords changed. Our remote access gets multi-factor authentication and logging |
| 4. Software assurance | Status of the agreement with the manufacturer, and transfer to us through the manufacturer’s change-of-partner process |
| 5. Parallel period | The previous supplier remains responsible until an agreed date. In the meantime we test remote access, fault reporting and monitoring |
| 6. Handover | Date, checklist, open cases and information for PBX administrators and switchboard operators |
We describe the whole process, and what you should receive from the previous supplier, in the guide Switching PBX support provider.
The lifecycle
Extend the life of your PBX safely
Up-to-date software
With software assurance from the manufacturer, the PBX gets patches, new security features and the manufacturer’s support.
Virtualisation
Old servers are replaced with virtual machines, in your data centre or in a private cloud hosted in Sweden. MX-ONE, OpenScape 4000 and OmniPCX Enterprise can all run virtually.
SIP via SBC
Older connections to the operator are replaced with SIP trunks, in other words phone lines over the internet. An SBC protects the traffic between the PBX and the operator.
Teams alongside
Teams is connected to the PBX with Direct Routing, and users move at their own pace.
Spare parts
Our own spare parts stock, plus access to wholesalers’ and partners’ stock, so that the agreed resolution time can be met.
Separate network segment
The PBX and the remote support connection are protected and cannot be reached directly from the internet.
Platforms
PBXs we look after
Product
Mitel OpenScape Voice
The SIP platform for large and distributed environments, with redundancy.
Product
Alcatel-Lucent OmniPCX Enterprise
Support, upgrades, virtual deployment and Teams integration for OmniPCX Enterprise.
Do you know your PBX by an older name? MX-ONE was previously sold under the Ericsson and Aastra names and builds on the MD110. OpenScape 4000 and OpenScape Voice were called Siemens HiPath 4000 and HiPath 8000, and later Unify OpenScape. All of them are now part of Mitel.
Common questions
Frequently asked questions about third-party PBX maintenance
Can you take over support for our existing PBX?
Yes. We start with an inventory of the PBX, licences, integrations and operator connections, draw up a handover plan and take over after a parallel period, so that fault reporting works the whole time.
Do you support other makes of PBX?
Often, yes. Through our network of specialists we can help with more PBXs than the ones we sell. Tell us what you have, and you will get a straight answer.
Can you run the PBX for us?
Yes. We can run MX-ONE and OpenScape Voice as a private cloud hosted in Sweden, so you don’t need your own servers.
Do we need both a support contract and software assurance with the manufacturer?
Usually, yes. The support contract covers our work. Software assurance, for example Mitel Software Assurance or ALE Software Premium Service, gives you the right to new versions and security patches. Under Mitel’s lifecycle policy, active Software Assurance is required for any support from Mitel.
How long can we use our PBX?
As long as it receives security patches, spare parts are available and it does what your organisation needs. Manufacturers announce end of life (EOL) in advance, and Mitel’s intention is to provide at least five years of support after end of sale. We help you follow the lifecycle and plan the next step in good time.
Can we switch support provider in the middle of a contract?
First check the notice period and exit terms in your current contract. A public sector organisation will normally need to run a new procurement. Software assurance with the manufacturer is transferred through the manufacturer’s change-of-partner process, which usually goes smoothly. We have also helped customers reactivate software assurance that had lapsed.
Can we connect the PBX to Teams without replacing it?
Yes. With Direct Routing and a certified SBC, Teams and the PBX share a numbering plan, and users can move at their own pace.
Can we get AI in customer service without replacing our PBX?
Yes. According to Mitel, Workflow Studio works directly with PBXs such as MX-ONE and OpenScape, for example for an AI switchboard or to turn voicemails into text. Voice workflows require CloudLink Gateway on the PBX. For AI agents and the AI assistant in a contact centre you need Mitel CX, which can be added on top of the PBX. MX-ONE then needs version 7.8 SP1 or later. We check your version, and if you have an older one we can upgrade it. Read more under AI and automation.
What happens if spare parts run out?
Manufacturers keep spare parts even after end of sale, but availability can become limited over time. We have our own spare parts stock and access to wholesalers’ and partners’ stock, and servers can often be replaced with virtual machines.
We are a Swedish municipality or region. How can we buy from you?
Under Swedish procurement rules, you can make a direct award below SEK 700,000, calculated over the full contract term including extensions and options, in line with your own guidelines. Above that threshold a public tender is required, and many organisations run their own procurement for support of their existing PBX. References can be provided on request.
Further reading
Guide
Switching PBX support provider: how the takeover works
Inventory, access rights, licences and a parallel period, so that nothing is lost.
Guide
PBX lifecycle and end of life: extending its life safely
What manufacturers’ lifecycles mean, and how to keep your PBX secure for many years to come.
Guide
PBX support contract: what it should include
Response times, updates, software assurance and remote access: what the contract should say.
Solution
Support contracts and managed services
Support contracts with agreed response times, so that your communications work every day.
Solution
PBX migration
From an old PBX to a new platform or Teams, step by step, with a rollback plan for every stage.
Solution
Teams Phone
Make and receive calls directly in Microsoft Teams, with Direct Routing via AudioCodes and a connection to your PBX.
Third-party PBX maintenance
Start with an inventory
Do you have an MX-ONE, OpenScape or OmniPCX Enterprise? We usually start with a simple inventory of your PBX, licences and integrations, free of charge. You then know where you stand, and we can give you a quote for support, operations or replacement.