Standard support
Available according to the customer package, support scope and any approved change or emergency process.
Practical technical assistance
Support for the Whole Contact-Centre Stack
Get help with VICIdial, Asterisk, SIP, campaigns, agents, recordings, reports, integrations and server health.
Support options
Support Aligned to Operational Impact
Priority support
Available according to the customer package, support scope and any approved change or emergency process.
Emergency support options
Available according to the customer package, support scope and any approved change or emergency process.
Managed maintenance
Available according to the customer package, support scope and any approved change or emergency process.
Campaign configuration assistance
Available according to the customer package, support scope and any approved change or emergency process.
SIP and carrier troubleshooting
Available according to the customer package, support scope and any approved change or emergency process.
Agent-login troubleshooting
Available according to the customer package, support scope and any approved change or emergency process.
Recording and storage support
Available according to the customer package, support scope and any approved change or emergency process.
Reporting assistance
Available according to the customer package, support scope and any approved change or emergency process.
Integration support
Available according to the customer package, support scope and any approved change or emergency process.
Server-health investigations
Available according to the customer package, support scope and any approved change or emergency process.
Severity guide
Submit a Support Request
CriticalProduction service unavailable for most users.
HighMajor function unavailable with significant operational impact.
NormalLimited issue or configuration request.
LowGeneral question or planned change.
Response targets are not published here. Applicable targets are defined in the customer’s support agreement, if supplied.
Knowledge base
Search Support Topics
Agent help
[Knowledge-base articles to be added and maintained through WordPress.]
Administrator help
[Knowledge-base articles to be added and maintained through WordPress.]
Campaigns
[Knowledge-base articles to be added and maintained through WordPress.]
Inbound calls
[Knowledge-base articles to be added and maintained through WordPress.]
Outbound dialling
[Knowledge-base articles to be added and maintained through WordPress.]
Recordings
[Knowledge-base articles to be added and maintained through WordPress.]
Reports
[Knowledge-base articles to be added and maintained through WordPress.]
WebRTC and audio
[Knowledge-base articles to be added and maintained through WordPress.]
SIP and carriers
[Knowledge-base articles to be added and maintained through WordPress.]
Integrations
[Knowledge-base articles to be added and maintained through WordPress.]
Troubleshooting
[Knowledge-base articles to be added and maintained through WordPress.]