Our support team are here to help with any enquiries that our resources have not been able to answer. You can send us an email or submit a form and check your other requests with our support portal.
Support Request Form
https://support.cloudnumbering.com/hc/en-gb/requests/new
Please find below guidance on making best use of the support service. Details of our opening hours, service levels, and treatment of priorities are all found below.
Response times
UK office hours (9am-5pm Monday-Friday, excluding UK public holidays)
Urgent: 1 hour
High: 2 hours
Normal: 4 hours
Outside of these hours (including UK public holidays):
Urgent: 2 hours
High: 4 hours
Normal: Next working day
Fault Categorisation
It is best when submitting a ticket by the online form to set a priority which is appropriate. For this we have attempted to categorise a range of examples below and the priorities we would generally expect.
Urgent
All voice calls inbound or outbound are failing.
All SMS inbound or outbound are failing.
API services are unreachable.
Cloudnumbering network or parts of the network are unavailable.
High
Several voice calls inbound or outbound are failing.
Several SMS inbound or outbound are failing.
Some API services are unavailable.
Normal
Single calls are failing.
Single SMS are failing.
Single API queries are failing.
Portal or dashboard enquiries.
Questions about the Portal or API.
Questions about API integration.
Status Page and Maintenance
We endeavour to always maintain a 24/7 available service there are times when it is required to conduct maintenance to the service. We will endeavour to provide as much notice as possible through notifications and our status page. Before submitting a query it is advised to check the status page for any upcoming maintenance.
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