Help centre
Four routes, and only one right one for what is happening to you.
An operations question, a line that has stopped ringing and a security vulnerability do not go to the same place. Here is which, and what to prepare so the answer is useful first time.
Where to go
Start with the shortest route.
Three quarters of the requests we receive have their answer written down somewhere. That is not a reproach: it means we had not put it on the path.
The documentation
You operate the platform
Dialling plan, handset provisioning, fallback procedures, porting. Written to be followed under pressure, not to be browsed.
Platform status
Something has stopped working
Before opening an incident, check whether we already have one. Availability by service and by region, incidents in progress, a written report afterwards.
Support
You are a customer under contract
Open an incident from the console, or by email. Support is reachable around the clock for anything that interrupts the service.
Security
You have found a vulnerability
Responsible disclosure: we answer within 48 hours and we do not pursue good-faith researchers.
Opening an incident
Five lines that save two hours.
A telephony incident is diagnosed on identifiers, not on adjectives. “The calls are bad” and “call 4f1c-9a02 to +33 1 … dropped at 14:12 after 40 s” do not need the same number of round trips.
- When — the date and time, with the time zone, to the minute.
- Who — the extension or number concerned, and the site.
- What — the call identifier if you have it, or the API request identifier.
- How much — one call, one queue, a whole site? The scope decides the urgency.
- Since when — and what changed just before, including at your end.
What is handled first
The order is not the order of arrival. It is the order of scope: what stops a whole company receiving its calls comes before what inconveniences one person, and a question comes after an incident.
Service down
A site or a company is no longer receiving calls.
Service degraded
Calls connect, but badly — quality, queues, transfers.
Isolated fault
One extension, one number, one integration.
Question or change request
Handled in working days.
Acknowledgement and restoration times are in the service agreement, not on this page: a commitment with no penalty is not one.
A fault at three in the morning is not resolved with a contact form.
24/7 support for customers under contract
Unblocking yourself
The four things we get asked most.
Each has its own page. We put them here because an answer nobody can find does not exist.
Install the app
Browser, iOS, Android, macOS, Windows, Linux — and what a managed rollout needs.
Add a handset
The phone comes out of the box, plugs in and receives its configuration. The families we recognise and how to proceed.
Port a number
What you have to supply, how long it takes, and why the phone system does not go down during the operation.
Understand an acronym
IVR, DDI, SIP trunk, T.38, porting, MOS. The vocabulary of a telephony quotation, in plain words.
Cannot find it?
Write to us describing what you were looking for. A question asked twice is a missing page, and that is our problem, not yours.
Security reports go to [email protected], never through a public form.