Customer support.

When to call vs. when to submit a ticket

Call us immediately when:

• Your phone system is completely down.
• Internet is down at a site.
• You think you've been hit by ransomware or a security incident.
• A door access controller is malfunctioning and people can't get in (or out).
• Anything affecting your ability to do business right now.

Submit a service request when:

• You need an extension moved, a new user added, or a voicemail box created.
• You want a programming change — new auto-attendant menu, ring group adjustment, hunt group changes.
• You have a question about equipment, licenses, or invoices.
• You want a quote on adding services.
• You need camera footage pulled from a specific event window.

After-hours emergencies

If you're a managed service customer with after-hours coverage, follow the procedure documented in your service agreement. The same number — (203) 985-1000 — connects to after-hours dispatch for emergencies.

If you're not on an after-hours contract and you have a genuine business-impacting emergency, call anyway. We'll do what we can.

What to have ready when you call

• Your company name and the site/location affected.
• What's broken — phones not working, internet down, specific user can't log in, etc.
• When it started — five minutes ago, this morning, since the storm last night.
• What's changed recently — power outage, software update, new equipment, vendor visit.
• How to reach you back — best phone number, alternate contact, mobile if your office line is down.

Voice New England customers

If you came to us through the Voice New England acquisition in 2025, your existing support number and account contact still work. See the VNE customer welcome page for full details.