High Availability for Asterisk
Frequently asked questions about HAAst
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Yes, it's called the Free Edition, and is suitable for companies wanting to test if the basic product functionality & compatibility meet their needs. In addition, the Free Edition is a functional and useful high availability add-on for SOHO environments, more capable that any other DIY scripts, etc. You can download the Free Edition directly from the Downloads tab. If you need help during installation you can post your questions on the support forum. (Telium support staff check and respond to forum questions at least once per week).
If you require access to the advanced features of the Commercial Edition we offer a time limited trial package which consists of an Unlimited trial license and support to help you get up and running (priced at 50% of the Unlimited).
If you require access to the advanced features of the Commercial Edition we offer a time limited trial package which consists of an Unlimited trial license and support to help you get up and running (priced at 50% of the Unlimited).
No. Support is reserved for paying customers only. If you are doing a proof of concept (POC) then we recommend downloading the Free Edition of HAast and purchasing 4 hours of Telium support for your POC, which will allow us to support you just as if you had purchased a full commercial license. If your POC is successful then this investment can carry forward to your production environment since there is no difference between the Free and Commercial Editions of HAast in terms of setup and configuration. If the Free Edition meets your needs and you are just looking for some help or advice during installation and configuration, then please visit the support forums. You might find the answers to your questions are already there.
One. A single HAast license applies to a pair of servers, so if you buy a single license you can install HAast on 2 servers (creating a clustered pair). It should be noted that the 2 servers can be configured as equals (either server can remain active) or as primary/backup (one server is only a backup and must return control to the primary when possible).
In order to keep HAast's price to a minimum, the product can be licensed by the "line". A line is equivalent to a call in progress. So if your PBX will never have more than 5 calls in progress at once, then you need only purchase 5 lines; if your PBX will have 20 calls in progress at once, then you need to purchase 20 lines. If your call volume will reach 50 calls in progress at once, then you can purchase the Unlimited edition instead, and not have to worry about call volumes. Note that the 'flex' edition of HAast introduces some other limitations to keep the edition price to a minimum.
HAast can use various mechanisms to help upstream and downstream devices (eg: phones, trunks) find the active server. First, HAast allows two peers to share a single IP address, so failover is transparent to downstream and upstream phones/peers. They automatically reregister with the same server IP address (or DNS name) and don't notice the changeover at the server. Similarly, when the new server takes over it reregisters itself with upstream ITSP's/peers and so incoming calls work immediately. Second, HAast can automatically updates routes, redirect traffic at switches/routers, update DNS entries, etc. allowing a single IP to be routed to separate peer IP's. Third, HAast can move an entire subnet between peers/sites allowing traffic to continue to the same IP transparently. Fourth, you can use DNS SRV records to help compatible phones find the HAast peers and register with the active peer. For more details please see the support forums.
No. HAast does not use any shared hardware, software, logical devices, etc. This design meets the most stringent of standards such as those demanded by 911/PSAP call centers. Inexpensive/do-it-yourself solutions use shared storage (eg: SMB,DRBD,NFS,iSCSI) to share a logical disk between peers, but this means that disk corruption caused by one failing peer immediately corrupts the data of other peer. Similarly, some simplistic solutions share a channel bank (eg: Astribank) between peers, but failure of the channel bank immediately brings down both peers. HAast does not use any shared devices, and only replicates changes between peers once the peers have passed health checks.
No. But you can if you want to! It's important to understand that load balancing and high availability are separate but related concepts. For example if you need to distribute calls to 10 different call centers using round robin, then a load balancer function is required. Then, if you wish to provide high availability within each call center, HAast is required at each call center.
Since a load balancer creates a single point of failure on the call path, many companies are replacing the load balancer with another pair of Asterisk servers. This pair will route the calls (reinvite) using intelligent rules on load, queues, round robin, etc. The advantage to this approach is that this Asterisk pair can be HA as well, avoiding the single point of failure.
HAast can work happily with load balancers (eg: LoDi, Kamailio) or without. The issue of proper design is beyond a simple FAQ; Telium would be pleased to provide design assistance on a fee for service basis.
Since a load balancer creates a single point of failure on the call path, many companies are replacing the load balancer with another pair of Asterisk servers. This pair will route the calls (reinvite) using intelligent rules on load, queues, round robin, etc. The advantage to this approach is that this Asterisk pair can be HA as well, avoiding the single point of failure.
HAast can work happily with load balancers (eg: LoDi, Kamailio) or without. The issue of proper design is beyond a simple FAQ; Telium would be pleased to provide design assistance on a fee for service basis.
A load balancer performs a different function from high availability / clustering. A load balancer distributes calls over multiple destinations, applying rules for load, sequence, etc. A load balancer does not monitor the health of peers, synchronize settings or call data, transfer control based on network route availability, etc. A load balancer can remove a PBX from the destination group if the PBX disappears completely, but it has no way of knowing if/what/how the destination PBX is able to handle the calls or even assess the health of the destination PBX.
HAast on the other hand creates a high availability cluster out of a pair of Asterisk servers. It monitors the health of the servers, neighbouring devices, network routes, the ability of the PBX to bridge calls, etc. If a peers does not meet the health requirements then control is handed to the peer, and all configuration and call data is synchronized with the peer. HAast does not distribute calls to multiple PBX's like a load balancer does.
High availability is often used in conjuntion with load balancing in very large deployments but they are not viewed as alternatives. HAast has been combined with load balancers in large scale deployments and we can provide more details or design assistance if you require.
HAast on the other hand creates a high availability cluster out of a pair of Asterisk servers. It monitors the health of the servers, neighbouring devices, network routes, the ability of the PBX to bridge calls, etc. If a peers does not meet the health requirements then control is handed to the peer, and all configuration and call data is synchronized with the peer. HAast does not distribute calls to multiple PBX's like a load balancer does.
High availability is often used in conjuntion with load balancing in very large deployments but they are not viewed as alternatives. HAast has been combined with load balancers in large scale deployments and we can provide more details or design assistance if you require.
Yes, HAast can be extended to test almost anything that offers an API/CLI/ReST interface, etc. This involves a custom event handler and can be created by the client or by Telium as a custom development project. Note that this custom sensor feature is only available in the Unlimited edition of HAast.
Yes. Unlike simplistic 'clustering' solutions, HAast allows pair members to be any distance apart. HAast does not use any LAN-centric protocols like NFS, DRBD, SMB, etc. which break down over WAN's or variable latency networks.
HAast is ideal for remote backup data centers and cross-state/country/continent disaster recovery centers. HAast automatically adjusts to compensate for high network latency, server responsiveness, connection variability, etc. to prevent accidental failover due to geographically distant peers.
HAast is ideal for remote backup data centers and cross-state/country/continent disaster recovery centers. HAast automatically adjusts to compensate for high network latency, server responsiveness, connection variability, etc. to prevent accidental failover due to geographically distant peers.
There are many ways to handle this, but our clients have had success using PRI-to-SIP converters (eg: Digium and RedFone), or network / PC controllable AB switches (eg: beroNet 'berofos' failover switch, Electro Standards Laboratories 'Path Way' switch).
There are many ways to handle this, but our clients have had success using Analog-to-SIP gateways (eg: BeroNet FXO VoIP Gateway), or PC controllable A/B switches (eg: beroNet 'berofos' failover switch, Electro Standards Laboratories 'Path Way' switch). For best results use an Analog-to-SIP gateway, particularly if in an area with older Telco switching equipement.
The time from failure detection on one peer until Asterisk starts on the other peer is normally 0.5 seconds. After Asterisk starts on the other peer the system becomes operational once it has loaded your hardware drivers, asterisk settings, etc. which can take several seconds. A typical failover on a properly sized machine is under 7-15 seconds from detection until the peer has completely taken over. However, some Asterisk modules like chan_pjsip may delay startup by up to 30 seconds.
If failover exceeds 30 seconds you may have hardware performance issues, peripheral device driver loading/unloading issues, etc. We cannot guarantee a failover time for every possible hardware and software configuration but the above should serve as a reasonable guideline. If you need assistance optimizing your failover time (or simply diagnosing the cause of failover delays) we would be pleased to assist you through our optional hourly support services.
If failover exceeds 30 seconds you may have hardware performance issues, peripheral device driver loading/unloading issues, etc. We cannot guarantee a failover time for every possible hardware and software configuration but the above should serve as a reasonable guideline. If you need assistance optimizing your failover time (or simply diagnosing the cause of failover delays) we would be pleased to assist you through our optional hourly support services.
No, HAast comes pre-compiled for most major Linux distributions and architectures. However, depending on the age/distribution of your Linux OS you may have to find/compile/install prerequisite packages to ensure compatibility.
Yes, if you like. The license price includes support (see the editions page), but not setup for you. If you are having difficulty during installation then you can contact us for help. The Unlimited edition includes remote access (i.e. SSH) support for more hands-on problem resolution.
If you would like us to setup the software for you, you will need to purchase additional support hours. The average time to setup HAast is 4 hours (on 2 mirrored Asterisk servers), and may go up from there depending on your environment and needs.
Please note that this estimate is based on direct SSH access (optionally through a VPN). If we need to use a remote desktop (eg: RDP, Webex, Teamviewer) to an SSH console then installation time will increase by 100%. If we need to use a remote desktop to a Java console / SSH emulator, then we generally discourage remote setup (due to lost/duplicate keystrokes, etc), or increase installation time by 200%. These increasing estimates are based on historical installation times, and reflect a decreasing ability to multitask or use automated scripts in our installation, etc.
If you would like us to setup the software for you, you will need to purchase additional support hours. The average time to setup HAast is 4 hours (on 2 mirrored Asterisk servers), and may go up from there depending on your environment and needs.
Please note that this estimate is based on direct SSH access (optionally through a VPN). If we need to use a remote desktop (eg: RDP, Webex, Teamviewer) to an SSH console then installation time will increase by 100%. If we need to use a remote desktop to a Java console / SSH emulator, then we generally discourage remote setup (due to lost/duplicate keystrokes, etc), or increase installation time by 200%. These increasing estimates are based on historical installation times, and reflect a decreasing ability to multitask or use automated scripts in our installation, etc.
Yes, details on the number of incidents and duration of support is available on the editions tab above. Note that included support is for HAast only. If you require assistance with network design, Asterisk design, network concepts, etc. then this support is available at the hourly rates specified on the editions tab.
Yes - but it may depend on the license activation type you have selected. If you chose 'USB Dongle', 'Cloud', or 'VLS', license activation then HAast will not care about any degree of hardware changes. If you chose 'Hardware Fingerprint' license activation, then (physical or virtual) hardware changes may impact activation of the license. The degree of change permitted depends on how much hardware there is to fingerprint (if there is little physical hardware to fingerprint then even a minor change may trigger deactivation).
If you chose 'hardware fingerprint' activation and cause your license to deactivate due to hardware change, then we can issue you a new license at no charge (assuming the system is covered by a maintenance agreement, and the degree of change is minor). If you do not have a maintenance agreement in place, or the degree of change is major, then you would have to purchase a new license. Please note that the license service that Telium uses will NOT allow us to generate a new license if the maintenance agreement has expired.
If you need a new 'hardware fingerprint' license then you will have to purchase an entirely new HAast license. (We may however offer a 25% price discount if the device being relicensed has a fingerprint very similar to the old license ) As well, please ensure that you activate HAast only once it is installed on the final platform of your choice, and that you pick the activation type that's right for you. Please visit https://telium.io/activation/ for more information on license activation types.
If you chose 'hardware fingerprint' activation and cause your license to deactivate due to hardware change, then we can issue you a new license at no charge (assuming the system is covered by a maintenance agreement, and the degree of change is minor). If you do not have a maintenance agreement in place, or the degree of change is major, then you would have to purchase a new license. Please note that the license service that Telium uses will NOT allow us to generate a new license if the maintenance agreement has expired.
If you need a new 'hardware fingerprint' license then you will have to purchase an entirely new HAast license. (We may however offer a 25% price discount if the device being relicensed has a fingerprint very similar to the old license ) As well, please ensure that you activate HAast only once it is installed on the final platform of your choice, and that you pick the activation type that's right for you. Please visit https://telium.io/activation/ for more information on license activation types.
Yes. If you use SecAst in a HAast cluster, then HAast will transfer all of the above to ensure the active peer can pick up where the standby (failing) peer left off. A HAast + SecAst combination affords the cluster optimal security and fraud prevention, with both peers continually aware of threats and actions taken, and each peer immediately ready to take over for the other.
Yes, HAast synchronizes files, directories, (MySQL) databases, and (SQLite3) AstDB databases, at intervals you specify. The synchronization parameters are user definable - and we include sample sync settings commonly used in basic Asterisk®, FreePBX®, PBIAF®, xCALLY Motion®, and Genesis ISS®. HAast also has the ability to overwrite/modify data after it has been copied to the standby peer, allowing for more customization of shared data.
No, one of the great features of HAast is that you can take even an inexpensive pair of servers and create a high availability Asterisk cluster. HAast is also simple to configure and maintain (many of our customers have abandoned other HA/clustered Linux solutions because of complexity and premium hardware requirements).
The subtle differences between Linux distributions make it difficult for a single binary to work everywhere. To address this, Telium compiles and tests HAast on the most popular platforms and architectures. If you don't see your distribution/architecture on the download page, then Telium can create a custom compilation for you.
If your are an OEM partner then Telium will create the custom one-time compilation at no charge. If you are a retail / low volume customer then Telium will charge a fee equivalent to 8 service hours to create and test the custom compilation, on a Linux distribution we can install and test in our QA and Release labs. Every subsequent update compiled for that distribution will cost the same, or Telium can negotiate an annual fee to make that distribution part of the ongoing release cycle.
In the case of non-PC hardware (eg: Rasbery Pi), there will be an additional fee for compilation since Telium will have to create an entire development toolchain for the device. In the case of Linux distros customized for specific vendor hardware, or which operates in the cloud, Telium must charge additional fees to procure or lease equipment, maintain external services, extend our development environment into a cloud, etc.
If your are an OEM partner then Telium will create the custom one-time compilation at no charge. If you are a retail / low volume customer then Telium will charge a fee equivalent to 8 service hours to create and test the custom compilation, on a Linux distribution we can install and test in our QA and Release labs. Every subsequent update compiled for that distribution will cost the same, or Telium can negotiate an annual fee to make that distribution part of the ongoing release cycle.
In the case of non-PC hardware (eg: Rasbery Pi), there will be an additional fee for compilation since Telium will have to create an entire development toolchain for the device. In the case of Linux distros customized for specific vendor hardware, or which operates in the cloud, Telium must charge additional fees to procure or lease equipment, maintain external services, extend our development environment into a cloud, etc.
Yes, but you should be at least an intermediate Linux admin. Installation involves editing config file settings, linking files, and installing packages using yum/apt-get. Depending on the age of your Linux distribution you may even have to find or compile a dependent package. However, our detailed instructions can help an intermediate admin get HAast up and running.
Aside from setting up HAast, the admin must also configure Linux network settings and this is where installation often gets stuck. If you are not comfortable with multihoming, default routes, route policy rules, ARP, etc. (within Linux) then consider purchasing hourly assistance along with your HAast license.
If you are new to Linux then we would be pleased to perform the entire installation for you; just purchase 4 hours of installation assistance (for a typical installation). Note that product technical support does not include training on Linux, networking, multihoming, routing, etc. If you are new to Linux but want to try installation yourself we recommend using the RedHat / CentOS Linux distribution as it has the most mature support environment, precompiled packages, etc.
Aside from setting up HAast, the admin must also configure Linux network settings and this is where installation often gets stuck. If you are not comfortable with multihoming, default routes, route policy rules, ARP, etc. (within Linux) then consider purchasing hourly assistance along with your HAast license.
If you are new to Linux then we would be pleased to perform the entire installation for you; just purchase 4 hours of installation assistance (for a typical installation). Note that product technical support does not include training on Linux, networking, multihoming, routing, etc. If you are new to Linux but want to try installation yourself we recommend using the RedHat / CentOS Linux distribution as it has the most mature support environment, precompiled packages, etc.
Both editions are actually the same binary file, so they operate identically; however, some capacity limits have been introduced and features have been removed to create a free product offering. Details of what features are available in each edition are listed on the editions tab above.
Yes - You can safely upgrade your OS or Asterisk and then re-use your existing license. If you are within your maintenance agreement period then you can also download and install the latest version of HAast at no extra charge. If there is a change to your OS or BIOS (or the OS affects the BIOS), then your system may report hardware slightly differently, and in that case we can generate a new license for you at no charge. (Our licensing tool allows license regeneration if it detects the changes are minor). Please note that if you do not have an active maintenance contract, then Telium cannot generate a new license for you if something goes wrong during your upgrade.
Our business hours are Monday to Friday, 9am to 5pm Eastern time. Our support hours mirror our business hours, but 24/7 support is available on a contract basis (priced based on the systems under contract). Our engineers will respond to support requests, product information requests, and licensing requests outside of business hours on a best effort basis (for anyone not covered by a 24/7 support agreement). Support is not available during statutory holidays or periods of company shutdown, with the exception of contracted 24/7 support.
Yes! Sometimes your needs are just a bit outside the core functionality of HAast, and the event handlers offered by HAast don't meet your needs. We would be happy to quote a change to HAast to customize it to your needs. If you are purchasing 20 or more Unlimited licenses (or equivalent line licenses), we may include some changes/enhancements to HAast as part of the base license price. If you are an integrator/reseller looking for compatibility with 3rd party hardware/software, please contact us for more details.
If you are using the Free edition of HAast then yes. If you are using one of the Commercial editions then no (we would go out of business if we did that). We do include free upgrades while your copy of HAast is covered by a maintenance agreement. If you wish to upgrade your copy of HAast outside of the maintenance period then you would have to repurchase a full verion of HAast. We do however offer a 10% discount when upgrading an existing license (i.e. using the same hardware as we have on file for that license).
It depends. If your copy of HAast currently has a maintenance agreement in effect (i.e. you want to extend your agreement), then yes. Otherwise you can no longer purchase a maintenance agreement, and instead would have to purchase a new license. This program operates much like Microsoft Software Assurance; if you do not renew the assurance while still active it cannot be added after it expires.
Please note that once a maintenance agreement has expired our licensing system will refuse to generate a new license/extension (the Telium staff have no way of extending the maintenance agreement). If you are considering adding a maintenance agreement for the purpose of upgrades view FAQ 1027 above.
Please note that once a maintenance agreement has expired our licensing system will refuse to generate a new license/extension (the Telium staff have no way of extending the maintenance agreement). If you are considering adding a maintenance agreement for the purpose of upgrades view FAQ 1027 above.
Yes! We want to know about it, and we want to fix it. If we have not discovered this bug yet, then we will also give you a no-charge maintenance agreement covering upgrades to the new version - even if your maintenance agreement expired years ago. If we have already discovered this bug, then we will let you know and you would have to upgrade under an update subscription to get the latest version (See FAQ 1027 & FAQ 1028)
Yes. Each license comes with a 3 month maintenance agreement. This allows for support as well as free upgrades during that period. If you wish to extend the maintenance agreement effective period then you must purchase an annual maintenance agreement (while the licensed copy is still covered by an agreement). If you let your maintenance agreement expire then you will have to repurchase HAast. (See FAQ 1028)
HAast has been designed to work with Asterisk 1.4 through Asterisk 18. Once the next Asterisk version grows in popularity it will be certified compatible as well.
Yes. In fact the installation guide includes specific steps and screenshots for how to configure HAast with configuration generators/distros like Issabel®, Elastix®, FreePBX®, Amtelco®, etc. HAast is certified to work with FreePBX® 2.1 or later, Issabel® / Elastix® 4.0 or later, Thirdlane® 7.0 or later, PIAF® 2.0 or later, xCALLY Motion®, Amtelco Genesis ISS®, and various other smaller distributions.
Note that the specific edition of HAast you are using will affect the degree of compatibility with your Asterisk® distribution. For example, if you are using the free edition of HAast with FreePBX, then you can form a cluster but you cannot synchronize FreePBX® data stored in the MySQL® database.
Note that the specific edition of HAast you are using will affect the degree of compatibility with your Asterisk® distribution. For example, if you are using the free edition of HAast with FreePBX, then you can form a cluster but you cannot synchronize FreePBX® data stored in the MySQL® database.
Yes. Our channel programs are now completely volume based. We have 4 discount levels, the first is reached when you purchase a total of 10 Unlimited licenses (or the equivalent of 250 Flex lines). We only make additional reseller information available after you have reached this first volume level. If you purchase all 10 CU licenses (or 250 CF lines) at once, we will apply a first tier reseller credit towards that purchase.
Possibly. If you purchase a large quantity of licenses (100 or more in a single purchase) directly from Telium then you may qualify for our OEM program. However, to avoid competing with resellers we do not generally apply discounts to end-user / low volume sales. Please visit https://telium.io/oem/ for more information on our OEM program or contact support@telium.io for assistance.
HAast makes use of a variety of products/libraries, all of which are properly licensed for inclusion in the HAast product. This product depends on Qt5 libraries created by Digia Oyj, Valimotie 21, 00380 Helsinki Finland Tel. +358 10 313 3000, available from www.digia.com.
HAast is written entirely in C and C++. The distributed package includes some shell (BASH) scripts to ease integration with different Linux distributions.
Yes. Licenses are perpetual and transferable between individuals or corporations (but are not transferrable between devices if using the Hardware Fingerprint activation option).
Yes. You can always add more lines to an existing HAast installation while it is covered by a maintenance agreement. Just contact us (see above) and let us know the license number and the number of *additional* lines you wish to purchase. Note that your line cost will increase by up to XX% (prorated) to cover the cost of a maintenance agreement up to the end of the existing maintenance agreement effective period. If your maintenance agreement has expired, then you will have to purchase a new license with the total number of lines necessary. (See FAQ 1028)
You are welcome to use the Telium forums, where you'll find answers to many questions. You can also post questions which can be answered by other users or by the Telium support group on a best effort basis. (We check the forums at least once per week to ensure questions are answered).
For direct and immediate support you can also purchase professional services (support) by the hour from the BUY tab above.
For direct and immediate support you can also purchase professional services (support) by the hour from the BUY tab above.
We welcome all resellers/integrators and look forward to distributing the product through your organization. However, based on experience we only place customers into the 'reseller' category once they have actually sold a large volume of our software. Until then, you are welcome to familiarize yourself with the product through the Free edition, and purchase support by the hour as necessary. (See FAQ 1033 for more information)
No. In fact, you may destroy your secondary node if you try to upgrade/install only one peer and let the rest synchronize. Some FreePBX® code has trouble dealing with any mismatch between settings and FreePBX® module/base versions. The result will most likely be that your secondary node will be corrupt and FreePBX® will not start. And the only way to fix this is to wipe out the secondary node and start over. (Hopefully you created an image of the primary node using 'dd' as we suggest in the installation guide, and you can just restore an image over top of the secondary node's disk). If you didn't create a bare metal image then you must re-install FreePBX® from scratch and install/update/enable modules so your secondary node exactly matches your primary node.
As an alternative, Telium does offer a tool called 'alignfreepbx' which forces one peer to move into alignment with the other peer in terms of FreePBX code, database, and configuration. However, it's easy to destroy your cluster with this tool, so only Telium technical support reps have access to this tool and can provide the realignment as part of a service engagement (priced at 2 hours of service minimum). For customers with 24/7 support contracts this work is performed at no charge.
Please don't hate us for this problem! This is a Schmooze/Sangoma program issue and has nothing to do with HAast. You will see other 3rd party add-ons also note that FreePBX® is known for these types of issues. Even FreePBX®'s own backup program will corrupt your PBX if restored onto a FreePBX® system with different versions/modules/etc.
As an alternative, Telium does offer a tool called 'alignfreepbx' which forces one peer to move into alignment with the other peer in terms of FreePBX code, database, and configuration. However, it's easy to destroy your cluster with this tool, so only Telium technical support reps have access to this tool and can provide the realignment as part of a service engagement (priced at 2 hours of service minimum). For customers with 24/7 support contracts this work is performed at no charge.
Please don't hate us for this problem! This is a Schmooze/Sangoma program issue and has nothing to do with HAast. You will see other 3rd party add-ons also note that FreePBX® is known for these types of issues. Even FreePBX®'s own backup program will corrupt your PBX if restored onto a FreePBX® system with different versions/modules/etc.
Telium understands the importance of protecting the corporate network, and is pleased to connect to your secure environment using VPN. However, Telium cannot install custom VPN software for every client (there are a large number of open source and proprietary VPN clients out there). By default, Telium will connect using any Microsoft Windows supported VPN protocol (PPTP/L2TP/IPSec/IKEv2) or WireGuard. If you need Telium to connect using any other protocol (or using a client tied to your VPN concentrator), then we must install your preferred VPN client in a virtual machine built just for you. So if you can't use any of the above protocols or you cannot port forward from your public IP, then you must purchase an additional 2 hours of assistance to cover our costs to create a support virtual machine just for you.
In general we recommend the WireGuard protocol due to it's simplicity of configuration, high level of security, and available open source implementations for most platforms.
In general we recommend the WireGuard protocol due to it's simplicity of configuration, high level of security, and available open source implementations for most platforms.
HAast is an acronym for High Availability Add-on for SIP Telephony, but most people refer to it as High Availability for Asterisk. HAast is pronounced 'HAST'.
HAast is available for resale by integrators, for inclusion in their products and services, etc. High volume integrators are permitted to rebrand the product, but Telium retains the rights to the products, licensing, and updates.
The Free Edition of HAast will synchronize Asterisk® configuration files, but not information held in databases. So your FreePBX® configuration files (in /etc/asterisk) will synchronize and the peers will work properly, but if you edit the configuration on one peer (changing the MySQL® database) you will not see these changes in the GUI of the other peer.
No - Session Border Controllers (SBC) are popular and can be beneficial when on-premises phones connect to an off-premises SIP switch (e.g.: Asterisk hosted by service provider, FreeSWITCH running in the cloud). In the case of an on-premises SIP switch, a SBC offers little benefit.
HAast does not require an SBC, and in fact we have even encountered problems with some (major brand name) SBC's which improperly implement RTP hairpinning (which can occur when HAast clusters are spread over 2 data centers on separate subnets). If you require or just want to use an SBC, we will work with you and the SBC vendor to maximize compatibility.
HAast does not require an SBC, and in fact we have even encountered problems with some (major brand name) SBC's which improperly implement RTP hairpinning (which can occur when HAast clusters are spread over 2 data centers on separate subnets). If you require or just want to use an SBC, we will work with you and the SBC vendor to maximize compatibility.
HAast is targeted at critical and/or large-scale commercial installations of Asterisk that demand high availability. HAast is in use at large automotive call centers, airline call centers, health care facilities, 911 call centers, emergency service gateways, home care alert switches, etc. HAast meets the most stringent demands of performance, autonomy, functionality, and ability to integrate with 3rd party systems. The free edition of HAast was designed as a trial edition for customers looking to try before they buy, but the free and new 'flex' editions have become popular with smaller installations as well.
It depends on the edition of HAast. The OEM edition of HAast offers 'call continuity' features which keeps calls up in the event of failover or complete loss of a cluster node. An OEM edition of HAast will include features agreed upon with the OEM at time of licensing.
If you are using a different edition of HAast, then there are some workarounds to keep calls up (but are not officially supported by Telium). First, you should understand that neither SIP nor IAX2 support transition of active channels between midpoints. Even if using directmedia/reinvites to create a direct RTP connection between endpoints, the loss of the signalling (SIP) connection at the midpoint can bring the call to an abrupt end; so you would have to design a solution which could operate without a complete SIP circuit.
If you wish to design a solution which keeps calls up during a total PBX failure or during a cluster node transition we do offer some guidelines here https://telium.io/topic/call-continuity-survival-on-failover/
If you are using a different edition of HAast, then there are some workarounds to keep calls up (but are not officially supported by Telium). First, you should understand that neither SIP nor IAX2 support transition of active channels between midpoints. Even if using directmedia/reinvites to create a direct RTP connection between endpoints, the loss of the signalling (SIP) connection at the midpoint can bring the call to an abrupt end; so you would have to design a solution which could operate without a complete SIP circuit.
If you wish to design a solution which keeps calls up during a total PBX failure or during a cluster node transition we do offer some guidelines here https://telium.io/topic/call-continuity-survival-on-failover/
No - or at least we don't recommend it. If you are upgrading from HAast version 1 to version 2 then you must completely reinstall as per the installation guide. If you are upgrading from v2.1.3.x or older then you should also completely reinstall, but most of your haast.conf file can be retained. Note that upgrading your software may require a new license file which we will send you upon request (while you have an active update maintenance subscription).
If you are upgrading from version 2.1.4 or later you can save time by running the updatefiles.sh script from the install_files directory in the source package you downloaded. This will upgrade all HAast files to the latest version (you need only restart the HAast service afterwards to apply the update).
If you are upgrading from version 2.1.4 or later you can save time by running the updatefiles.sh script from the install_files directory in the source package you downloaded. This will upgrade all HAast files to the latest version (you need only restart the HAast service afterwards to apply the update).
Yes. HAast is fully compatible with Amazon Web Services and other public cloud services. We have worked with our license library provider and major cloud providers to ensure our license activation models withstand (virtual) hardware changes, power on/off, movement to new hosts, etc.
When you select your activation type (at licensing time) you can chose Hardware Fingerprint (if supported by the particular cloud provider) or Cloud activation. Hardware Fingerprint activation is tied to your cloud instance ID and MAC address of your virtual machine (so don't delete the instance or change MAC addresses), and can operate standalone. Cloud activation is not tied to any hardware or instance ID (but attempting to start more than one instance will deactivate the license), but must maintain contact with the cloud based license server.
You can choose the activation type that best meets your needs. Please note that if you invalidate your license then we cannot offer a free replacement (license validity is controlled by our license provider) - you would have to purchase an entirely new license in that case. So don't delete your instance or attempt to run multiple instances using the same license, or the license will be permanently invalidated.
Note that some customers extend their VPC into their corporate data network. This makes it possible to use Dongle based activation (with USB over IP), and offers considerable flexibility in licensing. However, this is an advanced topic and is beyond a FAQ. See https://docs.aws.amazon.com/vpc/latest/userguide/Extend_VPCs.html for an example on AWS.
Once every one or two years cloud providers might change how their instances reports license related information. In the event of such a change our license library provider will provide us with an update, and we will in turn provide you with update product (and optionally an update license - if your instance is covered by a maintenance agreement).
When you select your activation type (at licensing time) you can chose Hardware Fingerprint (if supported by the particular cloud provider) or Cloud activation. Hardware Fingerprint activation is tied to your cloud instance ID and MAC address of your virtual machine (so don't delete the instance or change MAC addresses), and can operate standalone. Cloud activation is not tied to any hardware or instance ID (but attempting to start more than one instance will deactivate the license), but must maintain contact with the cloud based license server.
You can choose the activation type that best meets your needs. Please note that if you invalidate your license then we cannot offer a free replacement (license validity is controlled by our license provider) - you would have to purchase an entirely new license in that case. So don't delete your instance or attempt to run multiple instances using the same license, or the license will be permanently invalidated.
Note that some customers extend their VPC into their corporate data network. This makes it possible to use Dongle based activation (with USB over IP), and offers considerable flexibility in licensing. However, this is an advanced topic and is beyond a FAQ. See https://docs.aws.amazon.com/vpc/latest/userguide/Extend_VPCs.html for an example on AWS.
Once every one or two years cloud providers might change how their instances reports license related information. In the event of such a change our license library provider will provide us with an update, and we will in turn provide you with update product (and optionally an update license - if your instance is covered by a maintenance agreement).
Yes, our software and our licensing system support virtual machines and containers. Since a VM/container is too generic for our software to fingerprint (for hardware fingerprint activation), choose one of the other 3 activation types that best suits your needs. Note that if you use a container then you must have access to the underlying physical host.
No. Whether you separate the management and VoIP traffic onto different physical NIC's, or place them both on the same physical NIC, it is imperative the management and VoIP IP's are not on the same subnet.
If you are an advanced administrator you can setup overlapping subnets or use the same subnet, but you must set iproute options to restrict in/out traffic to the same NIC, set route policies, etc. Use of overlapping subnets is not officially supported by Telium.
If you are an advanced administrator you can setup overlapping subnets or use the same subnet, but you must set iproute options to restrict in/out traffic to the same NIC, set route policies, etc. Use of overlapping subnets is not officially supported by Telium.
We have channel programs for VAR's, OEM's, ITSP's, and integration/service companies. For details please contact Telium directly.
FreePBX includes a backup script that can consume 100% of CPU and DISK resources. HAast will accurately detect that Asterisk has become unresponsive (during this backup window) and will correctly initiate a failover. We recommend that you disable the automatic launch of the backup script from within FreePBX. Then you can either launch the FreePBX backup script from 'cron' using 'ionice' and 'nice' to make it behave properly (better), or switch to a professional backup program (eg: Backup Exec Linux Agent).
HAast is compatible with a broad range of LCD displays, and is limited only by the models supported by LCDproc. However, we recommend selecting a display with a built-in keypad and ideally even one with built-in LED's. We perform our in-house testing with Crystal Fontz 835/635 displays as those are the most feature rich displays available today. If you wish to ship us your LCD display, we will add HAast support at no charge (and return the LCD to you afterwards), but only if you are purchasing the Unlimited Edition of HAast.
Yes. HAast is the only Asterisk HA product to support encryption of all data between peers. This includes not only cluster control communications, but also file/database information synchronized between peers.
As well, HAast supports FIPS 140-2 encryption standards to meet the requirements of PHIPA/HIPAA/PDPA regulations as well as requirements of PSAP/911/emergency services/military. (FIPS 140-2 certification requires OS level certification as well). Note that you will need support from Telium (and a qualified platform) to achieve FIPS 140-2 compliance.
As well, HAast supports FIPS 140-2 encryption standards to meet the requirements of PHIPA/HIPAA/PDPA regulations as well as requirements of PSAP/911/emergency services/military. (FIPS 140-2 certification requires OS level certification as well). Note that you will need support from Telium (and a qualified platform) to achieve FIPS 140-2 compliance.
No. Due to the risks involved in setting up your infrastructure (e.g. one click can wipe out an entire VM), Telium will not directly make changes to your infrastructure. This includes your cloud (eg: AWS), virtual machines (eg: ESXi), hardware (eg: via iLO/iKVM), etc. We may offer generic advice in regards to infrastructure, but will not make changes directly or offer advice unique to your installation if we consider the business risk too high.
Telium supports most major Linux distributions and architectures, and appreciates that there are many differing opinions on the 'best distribution'. However, if you are new to Linux and looking for the easiest way to get up and running, then we recommend Red Hat version 8 (or the free equivalent called AlmaLinux version 8). RH8/AL8 is a mature and stable operating system, and is the most popular Linux distribution within the Asterisk community. Major configuration generators (eg: Issabel, FreePBX, PIAF, etc) also use Red Hat (but may rebrand it under their own name). All prerequisite packages for HAast are readily available for RH8/AL8 which also makes installation simpler. Note that although Red Hat/CentOS 7 is the most popular distribution deployed today in PBX's, this version has reached end of life and we encourage customers to consider Red Hat 8 / AlmaLinux 8
No. Discount pricing is only available when buying a large volume of licenses. Even though you may be a reseller, buying 1 license means you are purchasing at retail quantities and we cannot discount the price (our processing costs are no different than for a retail sale). In the case of low-volume sales, we recommend adding a handling fee to your order to recover your costs.
There is one exception however; if you have at least one Telium Certified Engineer on staff then you do qualify for a discount even for a single license. Telium is interested in building partners with a vested interest in proactively reselling our products. If you invest in Telium product training, we will reciprocate with immediate product discounts.
There is one exception however; if you have at least one Telium Certified Engineer on staff then you do qualify for a discount even for a single license. Telium is interested in building partners with a vested interest in proactively reselling our products. If you invest in Telium product training, we will reciprocate with immediate product discounts.
Yes. Please visit https://telium.io/itsp/ for more information on our ITSP program. We offer volume discounts and other services to ITSP's / service providers to help them integrate HAast into their data centers and management systems.
Activation is a way for software vendors to turn on the features you have paid for in the software you have purchased, and a way to prevent software theft (or pirating). In order to offer the greatest possible flexibility to customers and minimize inconvenience, Telium offers four different types of activation: Hardware fingerprint (just like Microsoft does with Windows), USB dongle, Cloud, and Volume License Server. You can find out more information on how these four activation methods work here: www.telium.io/activation
Telium offers a 100% money back guarantee so you can rest assured you don't waste your money. Telium has adapted and evolved its software over many years to ensure compatibility with the broadest range of products and versions. When Telium installs and configures one of its products it will either work as expected or we will provide a complete refund (fees, licences, etc). The reason we are so confident is that we haven't yet found a PBX we could not integrate with.
We have worked very hard to develop a stellar reputation as a trusted and reliable partner - we would not jeopardize our reputation for one sale. Ask your account manager for more information about our guarantee.
We have worked very hard to develop a stellar reputation as a trusted and reliable partner - we would not jeopardize our reputation for one sale. Ask your account manager for more information about our guarantee.
Yes, just be sure you understand what that means. The maintenance agreement allows you to receive ongoing support for your purchase, and to apply updates downloaded from our website. If you only buy one maintenance agreement then only 1 of your 10 licenses is eligible for support, and only 1 of your 10 licenses will accept software updates (once the included maintenance period expires you will not be able to install updated software since the license will not be accepted, or if you do update the software then it will operate as the free edition).
If you have purchased a permanent license (i.e. not subscription) then you don't ever have to renew that license - it lasts forever. Your permanent license can be tied to your computing hardware, a USB dongle, or an AWS instance ID. As long as you have those, your license will remain active.
Each license comes with a 90 day maintenance agreement, which you can extend to 1 year and then renew in one year increments. The maintenance agreement is optional but provides a variety of benefits including: 1. ongoing technical support, 2. free product upgrades, 3. potential to generate new/updated licenses if you change hardware, and more. Note that once a maintenance agreement has expired, then you can no longer extend/add a maintenance agreement to the underlying product license. For example, if you wish to upgrade the product while it is not covered by a maintenance agreement, you would have to pay full price for a new license.
Each license comes with a 90 day maintenance agreement, which you can extend to 1 year and then renew in one year increments. The maintenance agreement is optional but provides a variety of benefits including: 1. ongoing technical support, 2. free product upgrades, 3. potential to generate new/updated licenses if you change hardware, and more. Note that once a maintenance agreement has expired, then you can no longer extend/add a maintenance agreement to the underlying product license. For example, if you wish to upgrade the product while it is not covered by a maintenance agreement, you would have to pay full price for a new license.
We realize that some customers (and resellers) may require Telium sign additional agreements such as partnership agreements, letters to bankers/financers, etc. Telium is pleased to consider and sign any applicable agreements, but these require review by our outside legal counsel. As Telium must offset these legal fees, any sale under $20,000 may incur a surcharge based on the size and nature of customer or reseller documents requiring legal review (minimum $400 per document surcharge).
If the Telium Support Group (TSG) offers to connect to your nodes remotely, then they require a direct SSH connection. (With optional VPN to connect to your network). The support group cannot connect to KVM/javascript consoles, VNC, RDP, GotoMyPC, or other screen sharing technologies. The Telium Support Group runs diagnostic tools against HAast directly, which requires access to the Linux HAast socket, etc. which is not possible other than by direct SSH connection. As well, for legal liability reasons, all support sessions are recorded and this is not possible/practical with screen sharing sessions. Please setup a port forward for each cluster node, as tunneling between nodes is problematic when failover changes routes, etc. (It also allows us to use more automated scripts for diagnosis.)
We would love to but we can't afford it. Many people come to Telium confident that they know all about SIP, telephony, HAast, and high availability and just need some product questions answered. But after many hours of phone calls or numerous lengthy e-mails it turns out we have spent hours educating these people about HA, telephony, and SIP, as well as creating custom HA designs; we really haven't educated them on HAast. For this reason we often refer newcomers to product information and forums on our website. Alternatively, customers who need design assistance are referred to our professional services group for consulting on an hourly fee basis.
From a compatibility standpoint there is no difference between our Free/Flex/Commercial editions; so if the Free edition works on your server then the others will work too. From a connectivity standpoint, a subscription (SaaS) license must contact Telium servers to ask if the subscription is valid; so your environment must allow HAast to contact Telium servers over the internet (to TCP port 443).
No. Telium engineers require direct SSH access to the hosts. Use of remote desktop (including TeamViewer, PC Anywhere, AnyDesk, RemotePC, LogMeIn, Javascript Console, etc) can causes considerable delays and errors. If you must have installation occur using any remote desktop software then installation effort (and costs) will be doubled.
We recommend that you publish the necessary SSH ports externally, or provide VPN access as noted in FAQ 1042
We recommend that you publish the necessary SSH ports externally, or provide VPN access as noted in FAQ 1042
Yes. We build HAast for a variety of different CPU architectures. Due to CPU/SBC issues We offer custom platform compilation to our OEM customers only.
Unlike generic PC platforms, SBC's may contain some significant differences in chipsets which would cause HAast to fail when probing hardware (to detect device failure). For this reason we do not offer generic non-x86 software builds of HAast.
If you are targeting a low power-CPU (eg: ARM) then we compile HAast for the specific CPU model (eg: ARMv8.6-a) to minimize overall CPU load. Compiling for a specific CPU model allows HAast to take advantage of advanced instructions offered by the specific CPU. We do no simply cross-compile for low power CPU's (e.g. ARM / OpenSPARC / RISC-V / etc.) for performance reasons - unless specifically requested by the OEM. Note that Peerlink (inter-node) communications are encrypted, and encryption/decryption operations benefit considerably from advanced CPU instructions.
In addition to compiling HAast, we also compile dependent libraries if not already available for the target platform, and optionally interface with onboard sensors for health monitoring. Upon request Telium can compile a complete telephony stack, OS, etc. and deliver a bootable MMC/disk image.
Please contact your account manager for pricing details.
Unlike generic PC platforms, SBC's may contain some significant differences in chipsets which would cause HAast to fail when probing hardware (to detect device failure). For this reason we do not offer generic non-x86 software builds of HAast.
If you are targeting a low power-CPU (eg: ARM) then we compile HAast for the specific CPU model (eg: ARMv8.6-a) to minimize overall CPU load. Compiling for a specific CPU model allows HAast to take advantage of advanced instructions offered by the specific CPU. We do no simply cross-compile for low power CPU's (e.g. ARM / OpenSPARC / RISC-V / etc.) for performance reasons - unless specifically requested by the OEM. Note that Peerlink (inter-node) communications are encrypted, and encryption/decryption operations benefit considerably from advanced CPU instructions.
In addition to compiling HAast, we also compile dependent libraries if not already available for the target platform, and optionally interface with onboard sensors for health monitoring. Upon request Telium can compile a complete telephony stack, OS, etc. and deliver a bootable MMC/disk image.
Please contact your account manager for pricing details.
No. Included in the license price of each product is the (optional) shipment of USB dongles. This includes handling (our internal costs) and postage (shipping by postal service with tracking and insurance). Telium uses the basic shipping offering which can deliver in as few as 5 days (or up to 3 weeks to countries like China or Russia). This time may increase in the event of postal disruptions or Coronavirus.
If you need expedited shipping then we can send the USB dongles overnight using UPS or FedEx. Please note that you must pay the full cost of expedited shipping in advance, and that shipments will not leave Telium until payment for the license and shipping have been received in full. Please contact Telium administration (admin@telium.io) with your mailing address to request a quote for expedited shipping.
If you need expedited shipping then we can send the USB dongles overnight using UPS or FedEx. Please note that you must pay the full cost of expedited shipping in advance, and that shipments will not leave Telium until payment for the license and shipping have been received in full. Please contact Telium administration (admin@telium.io) with your mailing address to request a quote for expedited shipping.
Although unusual, there are times when Telium must decline the sale of software or services. For example:
If a customer asks us to perform work for which are not qualified, or we do not have the capacity to complete the job to our high standards, we will decline the opportunity. We will not jeopardize our reputation by delivering poor quality work.
If a customer is rude or disrespectful towards any Telium team member then a Telium manager or executive will step in as the point of contact for the customer. If the inappropriate behaviour continues, then Telium will seek to the resolve the issue with the customer, and if not resolvable Telium will terminate the commercial relationship with the customer. Protecting employees is not just the right thing to do, we also have a legal obligation to ensure we don't condone a hostile work environment.
If a prospect is rude or disrespectful, then Telium will decline the opportunity to do business with the prospect. Rude or abusive behavior before we even have a commercial relationship usually leads to worse behavior once a project has started. In addition to protecting our employees, we need to protect our reputation; a single sale is not worth jeopardizing our hard-earned reputation.
If a customer requests that Telium participate in activities which are illegal or immoral, the account manager will attempt to find an acceptable alternative way forward with the customer. If the customer makes participation in these activities essential for project progress, then Telium will terminate the commercial relationship with the customer.
If a customer appears more interested in learning the names of our clients, details of our proprietary technology, names of key staff, etc. than the project/opportunity, then Telium will attempt to proceed with the project using an arms length relationship (minimal contact between Telium staff and the customer). If this is not possible, then Telium will terminate the commercial relationship with the customer.
If a customer asks us to perform work for which are not qualified, or we do not have the capacity to complete the job to our high standards, we will decline the opportunity. We will not jeopardize our reputation by delivering poor quality work.
If a customer is rude or disrespectful towards any Telium team member then a Telium manager or executive will step in as the point of contact for the customer. If the inappropriate behaviour continues, then Telium will seek to the resolve the issue with the customer, and if not resolvable Telium will terminate the commercial relationship with the customer. Protecting employees is not just the right thing to do, we also have a legal obligation to ensure we don't condone a hostile work environment.
If a prospect is rude or disrespectful, then Telium will decline the opportunity to do business with the prospect. Rude or abusive behavior before we even have a commercial relationship usually leads to worse behavior once a project has started. In addition to protecting our employees, we need to protect our reputation; a single sale is not worth jeopardizing our hard-earned reputation.
If a customer requests that Telium participate in activities which are illegal or immoral, the account manager will attempt to find an acceptable alternative way forward with the customer. If the customer makes participation in these activities essential for project progress, then Telium will terminate the commercial relationship with the customer.
If a customer appears more interested in learning the names of our clients, details of our proprietary technology, names of key staff, etc. than the project/opportunity, then Telium will attempt to proceed with the project using an arms length relationship (minimal contact between Telium staff and the customer). If this is not possible, then Telium will terminate the commercial relationship with the customer.
Yes. If you are registered in the OEM, VAR, or other channel program then we do offer discounted licensing. You can purchase up to 5 unlimited edition licenses of each product for $0 (free), but you still need to pay the full annual maintenance fee. (This covers our license and support costs).
The license you receive will be fully functional (everything enabled) but limited to 5 simultaneous calls. This should satisfy all development needs. Please note that these are Not For Resale (NFR) licenses, and you may not transfer these licenses to anyone outside of your organization. If you require an unlimited edition license with no simultaneous call restrictions for development, then you would have to purchase a normal license (undiscounted).
You may continue to use a developer license only while maintenance is active on that license. If you let the maintenance expire (i.e. do not renew the annual maintenance) then you must cease use of the license.
The license you receive will be fully functional (everything enabled) but limited to 5 simultaneous calls. This should satisfy all development needs. Please note that these are Not For Resale (NFR) licenses, and you may not transfer these licenses to anyone outside of your organization. If you require an unlimited edition license with no simultaneous call restrictions for development, then you would have to purchase a normal license (undiscounted).
You may continue to use a developer license only while maintenance is active on that license. If you let the maintenance expire (i.e. do not renew the annual maintenance) then you must cease use of the license.
Yes, the Flex and Unlimited editions of HAast meet the "Commercial Product" criteria as defined in Far 2.101 (FAC Number 2022-04, Effective Date 01/30/2022).
The OEM edition of HAast does not meet the criteria for "Commercial Product". The OEM edition may includes features and functionality not available to the general public, individuals, or certain foreign entities. As well, pricing of the OEM edition depends on the included features and functionality, as well as any custom design, development, and other engineering time invested in creating the specific edition.
The OEM edition of HAast does not meet the criteria for "Commercial Product". The OEM edition may includes features and functionality not available to the general public, individuals, or certain foreign entities. As well, pricing of the OEM edition depends on the included features and functionality, as well as any custom design, development, and other engineering time invested in creating the specific edition.
Yes. However, this support is not included with the HAast maintenance agreement. You would have to purchase hourly support seperately, with a minimum of 4 hours base plus 2 hours per device. This allows the Telium support staff to familiarize themselves with the equipment and scale effort with the number of units deployed.
In some cases there will be additional charges as Telium will need to acquire or lease the hardware/software in question to allow for Telium support staff to learn about the device. Even if Telium has used such hardware/software in the past, the 4 hour minimum is enforced for all products.
The only exception to the above is if the hardware in question is purchased from Telium. Third party hardware support is included with the base HAast maintenance agreement, so Telium support staff can assist in the configuration and diagnosis of problems with the third party hardware. Please note that Telium regularly tests and re-tests 3rd party software for devices it resells, and maintains it's own library of drivers, patches, and other tools. Telium cannot provide any such drivers or tools unless the associated hardware was purchased directly from Telium. (Telium cannot legally redistribute any such drivers/patches/tools).
In some cases there will be additional charges as Telium will need to acquire or lease the hardware/software in question to allow for Telium support staff to learn about the device. Even if Telium has used such hardware/software in the past, the 4 hour minimum is enforced for all products.
The only exception to the above is if the hardware in question is purchased from Telium. Third party hardware support is included with the base HAast maintenance agreement, so Telium support staff can assist in the configuration and diagnosis of problems with the third party hardware. Please note that Telium regularly tests and re-tests 3rd party software for devices it resells, and maintains it's own library of drivers, patches, and other tools. Telium cannot provide any such drivers or tools unless the associated hardware was purchased directly from Telium. (Telium cannot legally redistribute any such drivers/patches/tools).
Telium uses a third party service for its licensing technology, and all Telium goods and services which incorporate licensing must be managed through the third party licensing portal. We cannot sell (i.e. reactivate) maintenance on a license once that license number is flagged as expired on the licensing portal. The portal simply will not allow us to do so.
If we were to sell a product or service which equates to, or is similar to, a maintenance agreement outside of the portal that jeopardizes our licensing agreement (since we have a revenue sharing agreement this equates to fraud). We don’t want to say no to any revenue, but we are constrained by a strict agreement and we must act accordingly. If you have an existing license in operation that you want to reactivate then we do offer a 10% discount on license repurchase.
If we were to sell a product or service which equates to, or is similar to, a maintenance agreement outside of the portal that jeopardizes our licensing agreement (since we have a revenue sharing agreement this equates to fraud). We don’t want to say no to any revenue, but we are constrained by a strict agreement and we must act accordingly. If you have an existing license in operation that you want to reactivate then we do offer a 10% discount on license repurchase.
You are welcome to purchase technical support in 40 hour blocks. This will provide you with hands on (SSH) assistance to solve Telium product installation/configuration issues. Communication is by e-mail only. You will be assisted by a technical support representative. Assistance is delivered/consumed in increments of 1 hour. Please note that it is not economical for Telium to offer support in blocks of less than 40 hours. All support hours purchased expire in 180 days.
Telium also undertakes professional service engagements to design, build, integrate, customize, etc. whatever you need. These projects typically start in value at $1M USD, are managed by a project manager, and are staffed by Telium engineers and consultants. Staff can work on site at your location or at Telium's offices in Waterloo Canada. Communications is by phone/video conference/in person.
Telium might undertake a smaller professional services engagement depending on the nature of the project. However, Telium does not normally divert engineering or management resources for smaller engagements. These engagements must be well defined and documented (by the customer) software development projects, and are undertaken for customers who have a substantial existing relationship with Telium.
Professional service engagement fees are exclusive of any product license costs, third party product costs, or associated costs. Neither support nor engineering staff can generate licenses unless an applicable maintenance agreement is already in place.
Telium also undertakes professional service engagements to design, build, integrate, customize, etc. whatever you need. These projects typically start in value at $1M USD, are managed by a project manager, and are staffed by Telium engineers and consultants. Staff can work on site at your location or at Telium's offices in Waterloo Canada. Communications is by phone/video conference/in person.
Telium might undertake a smaller professional services engagement depending on the nature of the project. However, Telium does not normally divert engineering or management resources for smaller engagements. These engagements must be well defined and documented (by the customer) software development projects, and are undertaken for customers who have a substantial existing relationship with Telium.
Professional service engagement fees are exclusive of any product license costs, third party product costs, or associated costs. Neither support nor engineering staff can generate licenses unless an applicable maintenance agreement is already in place.
No, each host running a licensed copy of HAast must hold a unique license file. This applies regardless of activation method.
In the case of cloud activation or VLS activation, the clients running the duplicate license will be downgraded to the free edition upon detection of the duplicate license. After removing the duplicate license from the offending host, your must restart the HAast service on both hosts.
If you are using cloud activation, you must contact Telium support to request the license be unlocked. Assuming the licenses in question are covered by a maintenance agreement then there is no charge for the unlock (up to 3 times per year). After 3 unlocks, or if the product is not covered by a maintenance agreement, there is a $500 charge to unlock the license.
In the case of cloud activation or VLS activation, the clients running the duplicate license will be downgraded to the free edition upon detection of the duplicate license. After removing the duplicate license from the offending host, your must restart the HAast service on both hosts.
If you are using cloud activation, you must contact Telium support to request the license be unlocked. Assuming the licenses in question are covered by a maintenance agreement then there is no charge for the unlock (up to 3 times per year). After 3 unlocks, or if the product is not covered by a maintenance agreement, there is a $500 charge to unlock the license.
Usually the answer is yes. But, we also reserve the right to set a minimum order quantity for particular customers/industries. In particular, if a customer has a lengthy and complex procurement cycle, requires agreement to their own contracts/terms/conditions , or generally incurs additional costs (legal, accounting, etc). then Telium will enforce a minimum order quantity (MOQ). If the consumer is not known at the time of quote or purchase then a MOQ will apply, and may be adjusted upwards at time of purchase at Telium's discretion.
Telium tries to avoid enforcing an MOQ with any quote/purchase. However, if the sales team determines that servicing a particular customer involves an excessive level of cost then a MOQ will be in force. MOQ levels may be 10/50/100 licenses depending on the situation.
Telium tries to avoid enforcing an MOQ with any quote/purchase. However, if the sales team determines that servicing a particular customer involves an excessive level of cost then a MOQ will be in force. MOQ levels may be 10/50/100 licenses depending on the situation.
If your HAast maintenance has expired then you can re-institute (i.e. purchase) a maintenance agreement + new base license and continue to receive full support and upgrades. A second option is to purchase hourly support (2 hour minimum) and we can offer support for HAast or anything else we are qualified to help with. A third option is to post your question in the forums and then you can receive help from other users. Telium's support team will also respond to forum questions on a best effort basis.
NOTE: due to spam problems users can only post questions to forums using the contact form. If you have been directed to this FAQ by the technical support team then they have probably already posted the question for you. Keep an eye on the posting to check for responses.
NOTE: due to spam problems users can only post questions to forums using the contact form. If you have been directed to this FAQ by the technical support team then they have probably already posted the question for you. Keep an eye on the posting to check for responses.
It depends. If you have a regular Maintenance Agreement for one of our commercial off the shelf products, then we strive to solve (not just respond) your problem within 2 hours. If such a request is unanswered for more than 2 hours then we start moving engineers into the support department to help answer questions. On the outside your problem should be resolved within 4 hours.
If you have a priority maintenance agreement with 24/7 support then your request follows a different path. Your request moves to the head of the support queue. If it is not responded to within 30 minutes the request is escalated to the account manager (ringing his cell phone wherever he/she is, any time day or night). If not responded to within 1 hour the VP Engineering and VP Sales & Service will receive similar notifications on their cell phones. We strive to resolve all priority maintenance requests within 1 hour. If your maintenance agreement contains an SLA / response time clause, then those terms override the above.
All support requests start in a triage queue that is monitored 24/7. Requests fitting into either of the above categories are dealt with quickly in the timelines specified. All other requests (e.g. after hours product information requests, technical requests from users of the Free Edition, technical requests from users with expired maintenance agreements) are dealt with on a best effort basis. Some requests are forward to the admin / marketing team to answer, while others may be moved to the support forums. Please note that the technical support team cannot provide free support for either the Free Edition, or expired licenses. We realize that it can be frustrating not getting free support, but we need to cover the costs of our support department. (So please don't send complaints about not getting support if you are not paying for support).
If you have a priority maintenance agreement with 24/7 support then your request follows a different path. Your request moves to the head of the support queue. If it is not responded to within 30 minutes the request is escalated to the account manager (ringing his cell phone wherever he/she is, any time day or night). If not responded to within 1 hour the VP Engineering and VP Sales & Service will receive similar notifications on their cell phones. We strive to resolve all priority maintenance requests within 1 hour. If your maintenance agreement contains an SLA / response time clause, then those terms override the above.
All support requests start in a triage queue that is monitored 24/7. Requests fitting into either of the above categories are dealt with quickly in the timelines specified. All other requests (e.g. after hours product information requests, technical requests from users of the Free Edition, technical requests from users with expired maintenance agreements) are dealt with on a best effort basis. Some requests are forward to the admin / marketing team to answer, while others may be moved to the support forums. Please note that the technical support team cannot provide free support for either the Free Edition, or expired licenses. We realize that it can be frustrating not getting free support, but we need to cover the costs of our support department. (So please don't send complaints about not getting support if you are not paying for support).
Yes, but with conditions. The licensing system used by Telium requires that the lowest link in the license chain be anchored to a physical device. When using a VLS, it becomes the lowest link in the license chain and so it must by anchored to some physical device which has been certified by Telium's license provider.
If you have purchased a physical server from Telium, then that device is already certified and the VLS can operate without any external cloud access/dongle/etc. If you wish to use your own server to run the VLS, then you must provide a means to activate the VLS software (see https://telium.io/en/activation/).
If you plan to run the VLS natively on hardware (not virtualized), and that hardware has been certified by Telium's license software provider, then you will not need any external cloud access/dongle/etc since you can use Hardware Fingerprint activation. Please provide the exact make & model of your planned VLS server to Telium before purchasing a software only VLS license, to ensure the resulting solution will meet your needs.
Note that the license provider does not publish a list of certified equipment, as they feel doing so may make it possible to reverse engineer how the license anchor operates. Instead, we can submit and make & model of hardware and they will provide confirmation of certification.
If you have purchased a physical server from Telium, then that device is already certified and the VLS can operate without any external cloud access/dongle/etc. If you wish to use your own server to run the VLS, then you must provide a means to activate the VLS software (see https://telium.io/en/activation/).
If you plan to run the VLS natively on hardware (not virtualized), and that hardware has been certified by Telium's license software provider, then you will not need any external cloud access/dongle/etc since you can use Hardware Fingerprint activation. Please provide the exact make & model of your planned VLS server to Telium before purchasing a software only VLS license, to ensure the resulting solution will meet your needs.
Note that the license provider does not publish a list of certified equipment, as they feel doing so may make it possible to reverse engineer how the license anchor operates. Instead, we can submit and make & model of hardware and they will provide confirmation of certification.
By default HAast uses 256-bit DES encryption for communication between nodes. However, OEM editions (including editions sold to military, government, and security partners) may include 256-bit AES encryption. The 256-bit AES encryption is only available upon request, and only as part of an OEM edition.
In order for Telium to sell the OEM edition of HAast we must negotiate a license with the licensor. Most OEM clients are looking for the Call Continuity module in particular, and although this was built by Telium, it is was created under contract for 2 large clients. Telium has the exclusive right to resell this module, but the terms of each sale must be negotiated with the licensor.
The licensing process is time consuming, somewhat tedious, and involves external legal fees for Telium (as well as legal fees for the licensor). We must provide an application to the licensor describing in detail the product into which the Call Continuity module will be integrated, it's target market, volume forecasts, minimum purchase commitments, etc. The time, effort, and legal fees involved with the process require us to restrict even starting the process to clients that we are confident will successfully conclude the process. Note that applying for a license does not guarantee that one will be received (and the costs will be incurred regardless). Applications have been rejected in the past without any reason shared with Telium.
The license terms are similar even for a single copy (purchased or trial) license so we limit single copy licenses to clients who already purchase at the OEM volume level, or, with whom we have a long standing professional services relationship. The OEM edition is not available for free/trial/single copy purchase otherwise.
The licensing process is time consuming, somewhat tedious, and involves external legal fees for Telium (as well as legal fees for the licensor). We must provide an application to the licensor describing in detail the product into which the Call Continuity module will be integrated, it's target market, volume forecasts, minimum purchase commitments, etc. The time, effort, and legal fees involved with the process require us to restrict even starting the process to clients that we are confident will successfully conclude the process. Note that applying for a license does not guarantee that one will be received (and the costs will be incurred regardless). Applications have been rejected in the past without any reason shared with Telium.
The license terms are similar even for a single copy (purchased or trial) license so we limit single copy licenses to clients who already purchase at the OEM volume level, or, with whom we have a long standing professional services relationship. The OEM edition is not available for free/trial/single copy purchase otherwise.
In general we recommend that you save the HAast package file you download from the Telium website at time of installation. However, so long as you have a maintenance agreement in place, you should be able to download the latest package file and install it. If for some reason you need the old package file (and your maintenance agreement is still active), we will try to restore an old package file from a backup for you. Please note that we do not archive every release of every product, so we can't guarantee that we will find exactly what you are looking for.
If you do not have an active Maintenance Agreement, then we will still do our best to help you. In such a case we would charge for 4 hours of support time to find a particular (or closest) release package, restore it from an old backup, and place it on an FTP server for you. There is no guarantee that the package we restore will be exactly the one you want, or that it will meet your needs, or even that your license will be compatible. This type of work is on a best effort basis.
If you do not have an active Maintenance Agreement, then we will still do our best to help you. In such a case we would charge for 4 hours of support time to find a particular (or closest) release package, restore it from an old backup, and place it on an FTP server for you. There is no guarantee that the package we restore will be exactly the one you want, or that it will meet your needs, or even that your license will be compatible. This type of work is on a best effort basis.
If you have engaged Telium professional services then we are happy to make recommendations on third party hardware/software. However, if we do not have a signed engagement letter, then we have legal exposure from recommending equipment without having completed due diligence on your needs. A signed engagement letter includes provisions to limit Telium's liability / exposure, and without this protection we cannot provide any advice.
We are happy to subcontract or jointly bid on projects. Before Telium applies any effort towards writing a whole/portion of a proposal, we must ensure that our portion is substantial, and the rewards justify project and partner risk. If your organization has never worked with Telium before then we may suggest a simple subcontract relationship for the work you would like us to undertake. If we have successfully partnered in the past then Telium is more likely to undertake the cost and risk of joint bidding a project.
Once a product (e.g. HAast) license is issued it is permanent (i.e. cannot be revoked). For this reason we require prepayment for all licensed products.
If you have been accepted into Telium's reseller or OEM program, then you may qualify for payment terms. Minimum order quantities, minimum purchase history, and confirmation as an established OEM/VAR are required for acceptance into these programs. Please contact your Telium account manager for more information.
If you have been accepted into Telium's reseller or OEM program, then you may qualify for payment terms. Minimum order quantities, minimum purchase history, and confirmation as an established OEM/VAR are required for acceptance into these programs. Please contact your Telium account manager for more information.
It depends on what you mean by "secure", and how many PBX's is "many". Consider these four scenarios:
1. The simplest solution is to use cloud activation, that's compatible with all VM's and scales easily regardless of how many PBX's.
2. If "secure" means no access to the internet, then using a USB dongle may be most appropriate.
3. if you cannot connect a USB dongle to the VM, then consider a network USB device or Volume License Server (VLS).
4. If "many" means more than 10 PBX's, then a VLS VM or appliance is most appropriate.
Please contact the Telium support group if you want further details or want to discuss which activation solution would work best for you.
1. The simplest solution is to use cloud activation, that's compatible with all VM's and scales easily regardless of how many PBX's.
2. If "secure" means no access to the internet, then using a USB dongle may be most appropriate.
3. if you cannot connect a USB dongle to the VM, then consider a network USB device or Volume License Server (VLS).
4. If "many" means more than 10 PBX's, then a VLS VM or appliance is most appropriate.
Please contact the Telium support group if you want further details or want to discuss which activation solution would work best for you.
Your USB Dongle is like any other physical asset in your IT department, so you should insure it for loss/fire/theft/etc., for the full value of the software. Once paired, a dongle will continue to work for whomever holds it.
We can replace one or more dongles, but their price will be the full amount of the software (less a 10% discount for replacing an existing installation).
If your USB dongle was damaged in a fire you can send it to us and we will ask the manufacturer to extract the serial number (a $250 charge). If the serial number can be confirmed then we will issue a replacement dongle at no charge (other than shipping). However, if it's badly damaged this may be a waste of your money.
We can replace one or more dongles, but their price will be the full amount of the software (less a 10% discount for replacing an existing installation).
If your USB dongle was damaged in a fire you can send it to us and we will ask the manufacturer to extract the serial number (a $250 charge). If the serial number can be confirmed then we will issue a replacement dongle at no charge (other than shipping). However, if it's badly damaged this may be a waste of your money.
Your volume license server (VLS) is like any other physical asset in your IT department, so you should insure it for loss/fire/theft/etc., for the full value of all software linked to that VLS. A VLS will continue to work for whomever holds it, so its value is determined by the number and types of licenses linked to it.
We can replace one or more licenses linked to a stolen VLS, but their price will be the full amount of the software (less a 10% discount for replacing an existing installation).
If your VLS was activated using a USB Dongle then see FAQ 1323 for another recovery option.
We can replace one or more licenses linked to a stolen VLS, but their price will be the full amount of the software (less a 10% discount for replacing an existing installation).
If your VLS was activated using a USB Dongle then see FAQ 1323 for another recovery option.
Many clients deploy Telium products into secure environments with extensive restrictions. This includes health care, military, government, emergency services, and other environments.
Telium fully supports deploying into these environments and offers a variety of solutions to accommodate these scenarios:
https://telium.io/en/activation-in-secure-environments/
If you purchase professional services as part of your project, your account will be credited with the number of hours of service purchased (at the rate in effect at the time of purchase). This credit remains active for 12 months.
After 12 months any outstanding balance will be forfeit. For this reason we recommend purchasing only the number of hours required during the subsequent 12 month period. Please note that if you enter into a separate contract with Telium then the terms of that agreement may supersede the above.
After 12 months any outstanding balance will be forfeit. For this reason we recommend purchasing only the number of hours required during the subsequent 12 month period. Please note that if you enter into a separate contract with Telium then the terms of that agreement may supersede the above.
In order to offer the best possible value we try to balance expediency with price. In the event that your need is urgent we can help:
1. Payment: Wire transfer (SWIFT) offers the lowest cost method of payment (approximately $20 for the sender). It can take between 3 and 21 business days to arrive. If you need faster payment then PayPal (which includes credit card) may be preferable, as payment is normally confirmed within 2 hours. However, you will incur a 3%-5% processing fee (as charged by PayPal).
2. Shipping: USB dongles are shipped by postal service at no charge to you. It can take between 1 and 3 weeks for dongles to arrive depending on the destination country. If you require your dongles more quickly we can ship then by courier (usually 2 business days until they arrive). However, you will incur a shipping fee (as charged by the courier) which can range from $150 to $350 depending on destination country.
3. Activation: If you wish to begin full feature testing before USB dongles arrive we can provide temporary cloud based licenses. These licenses can remain active for up to 90 days.
Please ensure you leave sufficient time in your project schedule for the shipping and payment method you choose.
1. Payment: Wire transfer (SWIFT) offers the lowest cost method of payment (approximately $20 for the sender). It can take between 3 and 21 business days to arrive. If you need faster payment then PayPal (which includes credit card) may be preferable, as payment is normally confirmed within 2 hours. However, you will incur a 3%-5% processing fee (as charged by PayPal).
2. Shipping: USB dongles are shipped by postal service at no charge to you. It can take between 1 and 3 weeks for dongles to arrive depending on the destination country. If you require your dongles more quickly we can ship then by courier (usually 2 business days until they arrive). However, you will incur a shipping fee (as charged by the courier) which can range from $150 to $350 depending on destination country.
3. Activation: If you wish to begin full feature testing before USB dongles arrive we can provide temporary cloud based licenses. These licenses can remain active for up to 90 days.
Please ensure you leave sufficient time in your project schedule for the shipping and payment method you choose.
The Flex Edition of HAast is designed to be a lower price point solution, offering many of the critical clustering capabilities of the Unlimited Edition. In order to offer this lower price point some features have been disabled, and call handling limits enforced. If you have purchased the Flex Edition of HAast and find that your call handling needs have increased, you can always add additional lines (or upgrade to the unlimited edition) without any cost penalty - so no risk.
If you chose not to increase the simultaneous call limit of your license, yet continue to exceed the call limit in terms of number of calls in progress, then HAast will shut down. It is not possible for HAast to create a cluster for only some of the calls, so HAast is either working normally (within license limits) or shut down. When sizing your license for purchase we recommend that you purchase a Flex Edition simultaneous call limit which is slightly above your needs, and plan to increase your license if your PBX grows. If you need help sizing your license prior to purchase please ask our sales team for assistance.
If you chose not to increase the simultaneous call limit of your license, yet continue to exceed the call limit in terms of number of calls in progress, then HAast will shut down. It is not possible for HAast to create a cluster for only some of the calls, so HAast is either working normally (within license limits) or shut down. When sizing your license for purchase we recommend that you purchase a Flex Edition simultaneous call limit which is slightly above your needs, and plan to increase your license if your PBX grows. If you need help sizing your license prior to purchase please ask our sales team for assistance.
The licensing product we incorporate in HAast is fully compatible with Azure and AWS (and other cloud providers). This means that you can scale your instance up/down, move it to a new host, add storage, etc. and your license will remain activated.
Assuming you have chosen "Hardware Fingerprint" activation, the fingerprint is based on your instance ID and network MAC address. So just be sure you don't delete your instance (which will cause you to get a new instance ID), or delete your network interface / ENI (which will cause you to get a new MAC address).
In the event that you change your instance ID or MAC address, your license will be invalidated (deactivated). In this case you would have to purchase an entirely new license (full price). Remember that hardware fingerprint licenses remain active forever, so requesting a 'replacement' license bypasses all fraud prevention. We cannot give you a free or discounted replacement for a license which you have invalidated. (Our license service provider will not give us a free replacement license either).
Although rare, Amazon or Microsoft sometimes change the Instance/MAC format or reporting method (which may cause the license to be refused). This is not a problem, we can generate an updated license at no charge (assuming you have a maintenance agreement in place for the cluster). If you use a fingerprint license on a cloud provider we suggest you keep your maintenance agreement active on your license so that we can generate a new license if needed. AWS last made such a change in 2016.
Assuming you have chosen "Hardware Fingerprint" activation, the fingerprint is based on your instance ID and network MAC address. So just be sure you don't delete your instance (which will cause you to get a new instance ID), or delete your network interface / ENI (which will cause you to get a new MAC address).
In the event that you change your instance ID or MAC address, your license will be invalidated (deactivated). In this case you would have to purchase an entirely new license (full price). Remember that hardware fingerprint licenses remain active forever, so requesting a 'replacement' license bypasses all fraud prevention. We cannot give you a free or discounted replacement for a license which you have invalidated. (Our license service provider will not give us a free replacement license either).
Although rare, Amazon or Microsoft sometimes change the Instance/MAC format or reporting method (which may cause the license to be refused). This is not a problem, we can generate an updated license at no charge (assuming you have a maintenance agreement in place for the cluster). If you use a fingerprint license on a cloud provider we suggest you keep your maintenance agreement active on your license so that we can generate a new license if needed. AWS last made such a change in 2016.
Yes. The price is $200 to purchase one/two USB dongles in advance. This covers primarily the labor to create keys, cost to ship them, cost of materials (keys, packaging), and pickup charge by the carrier.
You can also return the USB dongles if unused. You would have to cover the shipping costs, and upon receipt you would be credited $30/dongle, which would be applied to your account. If the total credit on your account is $500 or above, we can optionally send you a refund check or EFT.
The HAast product can be returned for a full refund. In order to qualify for refund the following three criteria must be met: 1. A license/dongle has not been issued. 2. No support services have been consumed in association with the HAast product. 3. No more than 60 days have passed since the HAast product was purchased (i.e. PO issued or invoice paid, whichever comes first). If the product qualifies for refund, then any associated maintenance agreement purchased at the same time also qualifies for refund.
Please note that once Telium issues a license for any of its software products, those products can run forever with that license code. So return of a HAast license does not prevent a customer from continuing to run the software indefinitely. To avoid fraud Telium cannot issue refunds for any software product once a license has been issued.
Refunds are issued by wire transfer, to the same account which paid for the original order. In order to avoid fraud, a refund will only be issued once our financial institution has confirmed that the received payment has cleared (which can take up to 90 days for international payments). Please contact your account representative (or customer support) for a Return Merchandise Authorization (RMA) number and return instructions.
Please note that once Telium issues a license for any of its software products, those products can run forever with that license code. So return of a HAast license does not prevent a customer from continuing to run the software indefinitely. To avoid fraud Telium cannot issue refunds for any software product once a license has been issued.
Refunds are issued by wire transfer, to the same account which paid for the original order. In order to avoid fraud, a refund will only be issued once our financial institution has confirmed that the received payment has cleared (which can take up to 90 days for international payments). Please contact your account representative (or customer support) for a Return Merchandise Authorization (RMA) number and return instructions.