Support Overview
We pride ourselves on delivering exceptional technical support, in simple language that anyone can undersatand. Our teams of support agents and engineers are technically excellent as well as frinedly and approachable. Support queues are always adequately staffed and most calls are answered within a couple of minutes.
All of our accounts, except for our most basic Smartline account, receive free and unlimited email and telephone support as part of the package. All of our support staff are fully trained in VoIP and SIP technologies and will be able to assist you with any telephony issues that you might be experiencing.
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Technical Support
We have the in-house expertise needed to solve your VoIP problems.
As a company with over 10 years experience in the IP telephony business, we've pretty much seen it all before. Our support team have set up a huge range of SIP phones and devices at one time or another and we have walk-through guides on setting up many devices for our network.
On the rare occasion that a support team are unable to solve your problem, the issue will be escalated to one of our SIP engineers who will be able to debug the issue right down the network packet level.
24 / 7 Availability
Support when you need it
With a global support team based around the world, we're able to offer an unparelled support service right around the clock. We have phone support available from 08.30 UTC to 21.00 UTC and email ticket support 24 hours a day. For details see below (all times are UTC):
- 08.30 - 18.30 | Phone & email support for any issue, including provisioning requests.
- 18.30 - 21.00 | Phone & email support for emergency service affecting issues.
- 00.00 - 23.59 | Email support for any issue thanks to our Global Support Team.
