The Ringover support process allows you to efficiently resolve your technical incidents. In this guide, discover how our support works, processing times, and how to track your tickets.
1. The handling process for your ticket
As soon as a technical issue occurs (activation, adding a user, call quality), a structured process is launched:
- Creation : Support opens a ticket to document the incident.
- Analysis : The dedicated technical team examines the issue.
- Development : A development ticket is created if a fix is required.
- Resolution : Our teams develop, test, and deploy the update.
- Confirmation : Support confirms the final resolution with you.
2. Resolution times and communication
Processing times depend on the complexity of the issue:
- Simple incidents (e.g., adding users) : Resolved in a few hours or days.
- Complex incidents : May require several weeks of investigation by telecom engineers.
- Collective incidents : High priority, resolved immediately.
Support communicates proactively and sends you regular updates at every stage of the investigation.
3. Escalation procedures and tracking
If an incident persists or requires in-depth expertise, Ringover activates escalation protocols:
- Level 2 Support : Communication quality issues are transferred here for specialized attention.
- Joint investigation : Involvement of telecom engineers and the development team.
- Workaround : Exploration of alternatives such as number porting.
⚠️ Important: Always use your Call ID to track the status of a ticket. If needed, check our guide: How to Find a Call ID.
🎉 Now you know how to navigate Ringover support to track and quickly resolve all your tickets!