Voxeo Documentation - Submitting a Support Request

The Voxeo Customer Obsession Support Team is ready 24 hours a day, 365 days a year to assist both Production customers, as well as developers. However, before contacting our experts through one of the support channels described in the following sections, make sure that you are prepared to help us answer and solve your technical questions by supplying us with all the information we need to get started. For more information, see Collecting Information.

Online Ticketing System

The online support ticket system is our primary means of logging a technical support inquiry with the Voxeo Customer Obsession Support Team. The ticketing system in the Evolution Developer Portal   is our primary means to track the status of all inquiries and is monitored closely 24 hours a day, 7 days a week. The Customer Obsession Support Team provides an initial reply to all Production account inquiries in our ticketing system within 20 minutes or less, and for developer inquiries, usually within 4 hours or less.

For a detailed description on how to open a ticket and additional information on using our ticketing system, see Creating Support Tickets.

Telephone Support: Customer Engineering Hotline

The Voxeo telephone support hotline is available 24 hours a day, 7 days a week to Production account customers only. The number for the support hotline is displayed in in upper, leftmost side of the Voxeo header in the Evolution Developer Portal account page after you log in using Production account log in credentials.

Note: Developer accounts do not have access to the support hotline and must use email or the ticketing system to receive technical help.

Next Steps

No matter which form of communication you choose to contact Voxeo Support, you should be prepared to provide the relevant information needed to investigate and resolve your issue. For more information, see Collecting Information.

See Also

Evolution Ticketing System

Creating Support Tickets

Evolution Developer Portal Guide

 
Voxeo Corporation is a technology company that specializes in providing development platforms for unified customer experience as self-service and unified communications using real-time communications applications. Voxeo's products are also available as a SaaS platform as cloud-based services using on-premise software in a private cloud, or hybrid clouds that combine both on-demand public-cloud and on-premise components. For more information, see Voxeo.com.

 

A Production environment is the server environment used for live, customer use, as opposed to the Staging environment used only for testing and development.

The Voxeo Production environment provides IVR platforms for live use. When your application is ready for live use, you must contact Voxeo Support to move your application from Staging to the Production environment. To contact Voxeo Support to move an application to Production, visit Voxeo Support.
 

Voxeo uses a ticketing system to track customer issues in Evolution Developer Portal accounts. You can create a support ticket associated with your account to provide the Voxeo Customer Obsession Support Team with the details of the issue, and track all future communications until the issue is resolved. For more information, see How to: Create a Support Ticket in the Voxeo Support Guide.

 

The free Voxeo customer and developer web portal located at https://evolution.voxeo.com that provides tutorials, application development tools, developer forums, and access to our free 24-hour, around-the-clock, Customer Obsession Support Team. For more information, see the Evolution Developer Portal Documentation and Voxeo Support.

Voxeo Documentation

     Voxeo Documentation Overview
  Evolution Developer Portal Documentation
  Voxeo CXP Documentation
  Prophecy Documentation
  CXP Pro Cloud Deployment Partners Documentation
  Aspect IVR Connector for Cisco ICM
  XML Development Languages Documentation
  Voxeo Support
     Support Quick Reference
  Registering for an Account
  Self-Help Tools
  Collecting Information
  Evolution Ticketing System
     Submitting a Support Request
     Escalating a Support Request
  Software Lifecycle and Support Policies
  Getting Further Assistance
  Voxeo Glossary
  Help on Help