The person who answers
can actually fix it.
No tier-one triage, no ticket that gets passed along three times before reaching someone competent. If you call about a route, you reach someone who can open the switch and look at it while you're on the line.
How support works here
- 24/7 NOC monitoring on service-affecting faults, including public holidays
- Included at every account size — not a paid tier, not scaled by spend
- Direct engineering escalation on routing, quality and interconnect faults
- Portal tickets carry full context automatically, so we skip the identification round trip
- Local business hours 08:00–17:00 SAST for commercial and account queries
- Follow-the-sun cover for wholesale partners across time zones
Phone. Don't email.
Email is fine for a rate question. If calls are failing right now, the phone gets an engineer looking at your traffic in minutes rather than whenever the inbox is next checked.
- Call-ID and timestamp with timezone — the two things that let us find it instantly
- A and B numbers for a specific failing call
- What changed recently on your side, if anything
- Affected prefix in the subject line if you must email — it routes straight to an engineer
Support questions
What counts as service-affecting?
Calls failing, messages not delivering, a route degraded, or the platform unreachable. Anything where your customers are feeling it. Phone those — don't email.
Do you charge for support?
No. Support is included, and it isn't tiered by how much you spend. A ten-seat customer reaches the same engineers as a wholesale partner.
What are your hours?
The NOC is monitored 24 hours a day, every day, for service-affecting faults. Commercial and account queries are handled 08:00–17:00 SAST, Monday to Friday.
How do I raise a ticket?
Signed-in customers can raise one from inside the platform, which attaches full account context automatically. That's faster than email because we're not asking you which account you are.
Existing customer?
If it is affecting live service, phone the NOC. For anything else, send us the detail and we will pick it up.