The Ringover support process allows you to efficiently resolve your technical incidents. In this guide, discover how our assistance works, processing times, and how to track your tickets. 

1. Your ticket's handling process

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 validates 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 telecoms engineers.
• Collective incidents : High priority, resolved immediately.

Support communicates proactively and provides you with 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 specialised attention.
• Joint investigation : Involvement of telecoms engineers and the development team.
• Workaround solution : Exploration of alternatives such as number porting. 

🎉 You now know how to navigate Ringover support to track and resolve all your tickets quickly!