Technicians who really listen — professional, responsive and jargon-free. The best way to get help fast: open a ticket. Everything is tracked, followed up and prioritised, from the first message to resolution.
🎫 Open a ticket — it’s the most effective
For anything that is not a blocking emergency. You follow progress in real time, nothing gets lost, and our response-time commitments (SLA) apply.
Before you send: prepare this info ⏱️
A complete request means resolution far faster. A few minutes of prep saves you plenty.
🔌 PBX access
- PBX URL / IP concerned
- Credentials (admin / tenant)
- Is the PBX reachable (interface, network)?
- Extension, number or account affected
🧪 Tests already done
- What you have already tried, and the result
- Most useful: a cross-test — change one thing at a time:
- another phone / softphone,
- another network (4G, other site),
- another PBX or SIP account.
📝 Describe precisely
- Clear title (not “it doesn’t work”)
- Since when and how often?
- The exact steps to reproduce
- The impact (users affected, criticality)
📎 Attach evidence
- Screenshots of the problem
- Logs and exact error messages
- Recording / timestamp of a call involved
📨 Send my support request
Fill in this form: your request goes straight to our team, with everything they need to help you fast.
⏰ Our response-time commitments (SLA)
Thanks to the ticket, we can prioritise, route and track every request — and therefore commit to timings.
| Priority | Type of issue | First response | Target resolution |
|---|---|---|---|
| Urgent | Call dropped / service down, critical impact | Immediate, by phone | Within 1 hour (if possible) |
| High | Major feature degraded | 30 minutes | ASAP |
| Normal | Question, information, minor issue | 2 hours | As soon as possible |
| Low | Improvement, feature request | Within the day | Per the dev roadmap |
These timings are only possible via the ticket: without traceability, no guarantee.
🔊 A sound problem (quality, drops, echo)?
Before opening a ticket, this reflex saves precious time.
9 times out of 10, it’s not the PBX
Sound issues almost always come from third-party equipment and, above all, the network.
Drops, choppy voice, echo, one-way audio… these symptoms are, in the vast majority of cases, caused by the network: poor NAT, firewall blocking RTP, insufficient bandwidth, jitter and packet loss, or by third-party equipment (phone, router, carrier). Our internal guide explains the causes and how to spot them.
🙅 What slows things down (avoid)
- Contacting a technician directly instead of support (no traceability or SLA)
- Opening several tickets for the same problem
- Calling to chase a ticket opened a few minutes ago
- Giving little or no information about the problem
- Ignoring our requests for information in the ticket
- Marking everything as “urgent” by default