Welcome!

Congratulations, and thank you for choosing Activa Communications as your supplier for your <specific> communications needs.

We’re delighted to be able to assist you and on this page we want to provide you with all of the information you need to get the most of your new <specific> service.

Wholesale Internet Connectivity for MSPs

Connecting to your service (connectivity) / Accessing your service (voice/messaging)

Your activation email provides you with all of the specific information about your service that you need to access and use the service correctly. On this page we provide step-by-step instructions to help you to get started with your new <specific> service.

How to connect

Step by step guide, addressing specific characteristics of the type of service.

For Internet, the basic authentication/setup details generic to the service type.

For SentryNet, we would describe how the connectivity being setup includes using the DNS servers shown in their activation email, and config needs to then be done in the Partner Portal.

For SecureNet, we would detail how to interpret the VLAN data included in the activation email, and the basics of how they would use the service.

Relevant attachments should be linked and downloadable here (rather than attachments to the email sent).

Paragraphs with links to specific info held in KB (login required).

Configuration Guide

Block per NTD that can exist for the service type, with each linked to a KB article that would show what the NTD looks like, any details about how to interpret indicator lights, ports, power, etc

Block on authentication if there is anything specific to the service.

Block on failover testing.

Block on NTD/service type specific.

Troubleshooting

A mixture of the basic troubleshooting steps they should follow at initial commissioning, and before logging a fault, specific faults to look out for and how to handle them, and mention of any known issues or potential problems where a relevant KB article can be linked.

Contacting our helpdesk for support

When an issue cannot be resolved after following the troubleshooting processes above the next step is to open a ticket with our Help Desk so that we can assist you.

Tickets can be opened using the following methods:

Login to our Help Centre to log or access tickets directly.
Email us at helpdesk@activacomms.au.

When opening a ticket with our Help Desk you should ensure that:

You have the service or configuration identification number (accessible from the activation email, our Partner Portal or our Billing Portal).
You have completed the troubleshooting steps detailed above.

During business hours you can access our Help Desk using any of the options below:

Use our Help Centre to log or access tickets directly.
Email us at helpdesk@activacomms.au.
Call us on 1300 554 116 (select option 2).

Outside of business hours, you should call 1300 554 116 and select option 2. Your call may be directed to a messaging service who will

Our helpdesk is available 24/7, with defined escalation pathways to ensure you receive the assistance you need.

Further Resources

Training and 1:1 assistance

Training for your team

We support our partners with technical training, with a focus on our exclusive platforms, Xelion and SentryNet. Use the link below to book a time for training tailored to your requirements and team.

Book training

Sales and Marketing Support

Support for your sales team

We support our partners throughout the sales cycle, and can assist you with expert solution design, technical expertise, marketing collateral (co-branded or your branding) and directly assisting you with sales opportunities.

Book a sales meeting

Partner Portal

Your gateway to Activa

Our partner portal provides access to manage customers, sites, contacts, services, projects, orders and much more. Use our Service Qualification feature to see what’s available at any site.

Help Centre

Access our helpdesk and KB

Our Help Centre is your primary access to our technical helpdesk, allowing you create and manage and tickets, and to access our extensive Knowledge Base containing technical guides and troubleshooting articles.

Help Centre

Customer Guides

Helpful articles for customers

Our customer guides and articles can be shared with your customers to provide a helpful reference and step by step guides for using our exclusive platforms, including Xelion and SentryNet.

Customer Guides

Billing Portal

Manage and view billing

Our billing portal provides partners with options to manage how customers are billed. Whether we are billing you, or billing your customers, or billing your customers under your brand, it’s all accessible in one place.

Billing Portal