Customer service, billing, and technical support is available from 9:00 a.m. to 5:00 p.m. Eastern Time, Monday through Friday (holidays excluded) for all issues.
After Hours / Emergency Support
After hours and emergency, support is available by calling (352) 509-5278 and leaving a message with our answering service. The message will be sent to on-call support staff via an internal notification system.
Any support requests that are not platform availability issues will be billable at our current overtime rates. This must be approved prior to us working on any request. Below are some examples of billable and non-billable emergency requests.
Non-Billable Events during After Hours
- PBX Portal unavailable
- Calls receiving fast-busy or disconnect message not as a result of call routing errors
- Phones unable to register not related to customer internet or programming issues
Billable Events during After Hours
- Call routing errors
- Assistance configuring phones
- Changing auto attendant recordings and options
- Customer internet offline