Understanding Ringover's Support Process
When you encounter a technical issue with Ringover, a structured support process is initiated to ensure efficient resolution:
- The support team creates a ticket to document the problem.
- The issue is investigated by the appropriate technical team.
- A development ticket is created if necessary.
- The team works on implementing a solution or software update.
- The fix is tested and deployed.
- The support team confirms the resolution with the customer.
Throughout this process, Ringover's support team keeps you informed about the progress and status of the resolution.
Common Technical Issues
Ringover's support team is equipped to handle a variety of technical issues, including:
- Complex technical problems requiring investigation by telecom engineers
- Phone number activation and portability issues
- User addition errors
- Communication quality problems
- Service disruptions affecting multiple users
Typical Resolution Timeframes
Resolution times can vary depending on the complexity of the issue:
- Simple issues may be resolved within a few hours or days.
- Complex technical problems can take several weeks to resolve fully.
- Issues affecting multiple users are prioritised for immediate action.
For example, user addition errors might be addressed over several days, with fixes being deployed and updates provided to the client throughout the process.
Communication During Issue Resolution
Ringover prioritises clear and consistent communication during the troubleshooting process:
- Expect ongoing updates from the support team throughout the investigation and resolution process.
- For issues affecting multiple users, Ringover communicates proactively with all affected customers.
- The support team provides regular updates on the progress of software updates and technical modifications.
- Customers are encouraged to stay in touch with support for the latest information on their ticket.
Escalation Procedures
For certain issues, Ringover has specific escalation procedures in place:
- Communication quality issues are escalated to a level 2 technical support team for specialised attention.
- For complex problems, the investigation may involve multiple parties, including telecom engineers and the development team.
- If an issue persists, Ringover may explore alternative solutions, such as number portability.
If you need to track or follow up on a specific support ticket, you can use the Call ID associated with the issue. For guidance on finding a Call ID, refer to this helpful article: Finding a Call ID.