Support

Our Customer Care helps you get the most value from any Loway solution.
Customer support and product updates are included in products purchase completely free of charge within the license duration period.


Contact Us

  • Mail Support: write to us at support(at)loway.ch
  • Phone Support: call us at +4191.6309765
  • Dedicated QueueMetrics Forums

Want more? Check out our Priority Mail Support: reserve your VIP e-mail access that is always processed on top of the support queue. Purchased separately.

Our support doesn't include configuration of Asterisk® PBX or other non-Loway systems and the writing of custom software or extensions of Loway systems.


Get to Know QueueMetrics


Got a New Asterisk-ready Distro?

If are running an Asterisk-ready distro such as Elastix™, AsteriskNOW™ or FreePBX® Distro, check out our Espresso Automatic Installer: the one-step solution to have QueueMetrics installed and configured in a couple of minutes.


Remote Services

Any single, discrete technical problem requiring remote connection to non-Loway's servers by our engineers, should be purchased separately.

  • With our Remote Installation Service a support engineer will install QueueMetrics on your server, buy the service on QueueMetrics Remote Installation Support.
  • With Per-Incident Support a support engineer will assist you via website/e-mail, remote access and phone conversation in order to solve technical incidents.
    Purchase support tickets on our Loway Online Shop.
    Our support engineers are available Monday to Friday, 9 a.m. - 6 p.m. CET.
    We guarantee a response time of one business day.

    Each Per-Incident Support Ticket is valid for one year from the date of purchase and cannot be broken down into separate issues. If a problem contains multiple issues, each will be charged as a new, separate Per-Incident Support Ticket.
    An “Incident” is defined as a single, discrete technical problem for which one of our Support Engineers will be connecting remotely to your servers for resolution.

    One Ticket costs 500 chf, three Tickets cost 1.350 chf, five Tickets cost 2.000 chf.

    Upon purchasing a Per-Incident Support Ticket, you will receive an order confirmation with the Incident Codes (required for the support delivery). Please install GotoMeeting conference tool and grant root SSH access to the involved servers in order to facilitate support delivery.

    If the incident was addressed in a later build of the software, the customer will still be charged for the support.
    If the incident turns out to be a defect in our software and the support engineer is unable to find a solution, the customer will not be charged and will receive a new Incident Code.

    Incident Support does NOT include configuration of Asterisk PBX or other non-Loway systems and the writing of custom software, patches or extension of Loway systems.

Loway Online Resources