Support Requests
To streamline support requests, we use an issue-tracking system. All requests are automatically assigned a ticket number used to track the request's history and responses.
To open a new ticket, simply compose a new email to:
For technical questions or assistance
To inquire about any of our services
For billing related issues
In your email, please place a short description of the problem into the subject line and detailed explanation of the problem or question into the email body.
When creating a new ticket, make sure to write a new subject line. When responding to an already existing ticket, please respond directly to the email you receive, keeping the subject line unmodified.
When sending a ticket that refers to a call, please always include a call sample in form of h323-conf-id in the body of the ticket mail. To find the conf-id, you can use the Trace Call or CDR Browser tools of the web interface. The conf-id looks like this:
- DDD8EF35 DE8611DC A2620011 43EECC8E
If you are not able to find the relevant conf-id through Trace Call or CDR browser, please use the SIP Log Viewer option to find the SIP call-id by using the "Show call attempts for last 5 minutes feature". A SIP call-id looks like this:
- 5756df9a-67702876@192.168.1.65
When opening a ticket related to a call you should include only one call sample that shows the issue. If needed a support engineer may request additional samples.
Please disable the image signature and send emails only in plain text to our support system.