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.

Email Support: Customer Engineering

The Customer Obsession Support Team can be reached around the clock at the support@voxeo.com email address. Customers in need of urgent assistance should create a support ticket instead of an email because while email channels are closely monitored, the fastest response will come from the support ticket system. All email requests for support are manually copied into a support ticket before processing.

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.

LiveChat Support

Production customers with questions about Voxeo's products and services can contact us in our LiveChat window available in the Evolution Developer Portal you log in using Production account log in credentials. General inquiries about topics such as IVR capabilities and features, or general best practices advice are welcomed by the Customer Obsession Support Team at any time of the day or night.

Simply login to your account, and on the menu bar, point to Account, and then click Overview. On the rightmost side of the page, click the chat image shown in the following illustration.

Note: Technical questions in LiveChat should be limited to areas that do not involve intensive application-specific or software configuration-specific debugging. If large amounts of data is required for troubleshooting your issue, you should use the ticketing system. All LiveChat conversations are manually copied and added to a support ticket on your account.

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 and Triplecloud.com.

 

The Voxeo Customer Obsession Support Team is the Voxeo Support Team division of the the Customer Obsession Team.

 
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 Guide Overview.
 

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.

 

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.

Voxeo Documentation

     Voxeo Documentation Overview
  Evolution Developer Portal
  Voxeo CXP
  Prophecy
  Development Languages
  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