Below are types of issue and their associated serveries.  Please find the issue that most matches the issue being experienced and click '> Now click here'.


(a) Urgent (or Critical):

  1. Multiple clients cannot receive incoming calls (other resellers are also reporting similar issues)a global service outage; also refer to Auto Failover> Now click here.

  2. Multiple clients cannot make outgoing calls (other resellers are also reporting similar issues)a global service outage; also refer to Auto Failover> Now click here.

  3. Multiple clients cannot receive both incoming and/or make outgoing calls (other resellers are also reporting similar issues); a global service outage; also refer to Auto Failover. > Now click here.
  4. Call processing is not possible for a large group of service users (>10% of end client users but not less than 100 end client users affected); also refer to Auto Failover> Now click here.
  5. Problems that severely affect call processing services, applications and require immediate corrective action such as widespread call degradation> Now click here.



(b) High (or Major):

  1. Multiple clients cannot receive incoming calls (but no other resellers are reporting similar issues). > Now click here.

  2. Multiple clients cannot make outgoing calls (but no other resellers are reporting similar issues). > Now click here.

  3. Multiple clients cannot receive both incoming and/or make outgoing calls (but no other resellers are reporting similar issues). > Now click here.
  4. Problems that cause conditions that significantly affect system operation, maintenance, and administration and require immediate attention; the urgency is less than in critical situations because of a lesser effect on system performance. > Now click here.
  5. There are call processing issues with a small group of end client users (<10% of end client users or less than 100 end client users). > Now click here.
  6. The system performance and/or administration of service is degraded. > Now click here.
  7. Dual factor authentication / 2FA SMS messages / texts are not being received and therefore portal access is not possible> Now click here.
  8. You have an IP address related connectivity issue (e.g. your PBX is advising attempts to register via the system IP address are forbidden). > Now click here.
  9. There is no reasonable work around. > Now click here.

(c) Medium (or Minor):
  1. A single client cannot receive incoming calls. > Now click here.
  2. A single reseller reports a single client cannot make outgoing calls. > Now click here.
  3. A single client cannot receive both incoming and/or make outgoing calls. > Now click here.
  4. Problems that do not significantly impair the functioning of the system and do not significantly affect service to great than a small group of end client users (<10% of end client users or less than 100 end client users). > Now click here.
  5. The problem is not service affecting. > Now click here.
  6. There is a reasonable workaround. > Now click here.

I read the above and my issue does not fit into any of the above categories. > Now click here. 

(d) Low (or Informational):


  1. PBX / handset configuration queries or issues (refer to Configuration Guides). > Now click here.
  2. Portal usage / creating trunks / creating client accounts, etc. (refer to Portal Guides). > Now click here.
  3. Number porting (refer to Number Porting). > Now click here.
  4. Billing queries (refer to Billing). > Now click here.
  5. SIP Trunk Plus Mobile related queries (refer to Mobiles). > Now click here.
  6. Call recording queries (refer to Call Recording). > Now click here.
  7. Limit profiles and fraud mitigation (refer to Limit Profiles & Fraud Mitigation). > Now click here.
  8. Emergency address queries (refer to Emergency Addresses). > Now click here.
  9. The information needed concerning our products, capabilities, advice or basic configuration. > Now click here.
  10. “How to” questions (and are therefore non-service impacting). > Now click here.
  11. Usability issues, documentation problems. > Now click here.
  12. There is a simple workaround (or no workaround is required). > Now click here.