24/7 Support

RESPONSE TIME FOR ISSUES

Our Service level Agreements
During Business Hours: 30 Minutes SLA
After Business Hours: 60 Minutes SLA
Average Response Time: 2-3 Minutes

Smart Help—we're always here for you

• •    Our support is available 24/7. You can call us on the phone, email us or send a support request to the Helpdesk. When you contact us, a helpdesk ticket is created, documented and assigned a unique case number.


• •    We always have dedicated level 1 and 2 technical staff ready to assist you during business hours (8am to 6pm). After hours and weekends we have a primary and secondary technician on-call to address your needs.


• •    Our escalation procedures ensure a technician is always available to help. Helpdesk tickets are updated as work on the problem progresses so you can monitor the case status. Simply log on to a secure page to review progress, add comments and close a ticket. Each customer has a secure helpdesk logon that give them access to their support cases. The IPPBX techs working on your case are identified in the helpdesk case record, so you know who to contact for additional detailed information and progress.


• •    We're committed to helping you!

Our Partners