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Experience World-Class Support with Invosys
Our team at Invosys is dedicated to provide support to customers and partners through every step of the process. From UCaaS, CCaaS, number manager, connectivity solutions and more, we are committed to solve challenges.
Initial Diagnosis Checks
If any issues are found during the initial diagnostic checks, please send a confirmation of all the above along with any other relevant information, symptoms and affected calling line identification (CLIs) to invosyssupport@invosys.com. A support ticket will automatically be raised and communicated back to you.
1
Check the number set–up is as you expect it to be on Invosys Number Manager
2
Check the destination number is working as expected
3
Are the same symptoms present on the destination number? If so, please report to the destination number provider
4
Run test calls to see if you can replicate any fault reported
5
Advise if the issue is constant or intermittent (including frequency if intermittent)
6
If there’s a number set–up issue and an error message shows, take a screenshot or copy of the error message to assist investigations
7
If the issue is intermittent, Invosys would require call examples of good and failed calls (around 5 to 10 call examples) with times, dates, call status and symptoms of issue from within the past 24 hours. However, it’s good practice to provide test calls for every fault (assuming this is a call fault and not a number set–up issue)
Invosys Support Tiers
We endeavor to resolve all issues as swiftly as possible, but as issues may need to be passed on to network suppliers, some may take longer to fix. We’ll always add the target fix time and priority level to all tickets. See our tiering system
Priority 1
Target fix: five hours
Total loss of connectivity or severe disruption to the service of one or more elements of the solution, causing continued service disruption
Priority 2
Target fix: nine hours
Instability and performance problems. Systems failures making it difficult to continue use of the functions in an effective manner
Priority 3
Target fix: 13 hours
Problematic — services failing on an irregular basis. Problem with specific functions or facilities affecting services
Priority 4
Non-critical
An occasional failure which can be overcome without undue difficulty
Out-of-Hours Fault Reporting
Technical issues don’t always happen during standard office hours (Monday to Friday 9:00–17:00). That’s why we offer a 24/7 fault reporting facility for service-affecting issues. To report a fault out of hours, complete the same initial diagnostic checks to establish the issue, gather all relevant information and send it to invosyssupport@invosys.com*.
*Where further investigations reveal there to be no fault, Invosys reserves the right to make appropriate engineer charges at £50 per hour (or part thereof) for any non-service affecting issues reported out of hours without appropriate first-line diagnostic checks.
Need further portal training to help you run diagnostics? Please contact your dedicated Invosys account manager to set this up.
*Where further investigations reveal there to be no fault, Invosys reserves the right to make appropriate engineer charges at £50 per hour (or part thereof) for any non-service affecting issues reported out of hours without appropriate first-line diagnostic checks.
Need further portal training to help you run diagnostics? Please contact your dedicated Invosys account manager to set this up.