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Contacts and Hours of Operation

Our hours of operation vary per department. The Network Operations Center monitors network and service availability 24 hours per day, 365 days per year. Our remaining departments are listed below. All times are in Eastern Standard Time unless otherwise noted.

Customer Service

Our Customer Service department is available to answer any questions regarding your port dates, order process, delivery timelines, and other non-billing related matters.

  • Phone: 611 from an our team phone, or our support line
  • Email: our support team
  • Hours of Operation: Monday - Friday, 8:30 AM to 5:00 PM EST, excluding holidays

Billing

Our Billing department is available to answer any questions regarding your contract status, invoice items, how to access your account online, and payment method.

  • Phone: 611 from an our team phone, or our support line
  • Email: our billing team
  • Hours of Operation: Monday - Friday, 8:30 AM to 5:00 PM, excluding holidays

Compliance

Our Compliance department is available to answer any questions regarding your compliance status and tax matters

  • Phone: 611 from an our team phone, or our support line
  • Email: our compliance team
  • Hours of Operation: Monday - Friday, 8:30 AM to 5:00 PM excluding holidays

Technical Support

Our Technical Support department is available to answer any questions regarding how to access and use your manager portal, troubleshoot any issues with your voice or fax service, and how to use your phones.

  • Phone: 611 from an our team phone, or our support line
  • Email: our support team
  • Hours of Operation: Monday - Friday, 8:30 AM to 9:00 PM, excluding holidays

After Hours / Emergency Support

We also have an Emergency Support team available after our normal operating hours. They are available 24 hours per day, 365 days per year. 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 messages that are not 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

Emergency requests will only be accepted by phone at our support line.