Submitting a Support Request

To submit a support request, contact our Customer Engineers via any of the channels described below.

Voxeo's Customer Obsession Team is ready 24 hours a day, 365 days a year to assist paying customers, and non-paying developers, free of charge. Make sure that you are prepared to help us answer your technical questions and solve problems by reviewing the section on Collecting Information to see what information you might need to gather before contacting our experts through one of the following support channels.

Support Request Channels

Online Ticketing System

The online ticketing system is the recommended means of logging a technical support inquiry with the Customer Obsession Team, as the status of all inquiries are monitored closely 24 hours a day, 7 days a week. The Customer Obsession Team guarantees a reply to all production-level inquiries logged in our ticketing system in 20 minutes or less, and all developer inquiries in 4 hours or less.

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

Email Support: Customer Engineering

The Customer Obsession Team can be reached at all times at the support@voxeo.com email address. Users in need of urgent assistance should be aware that while email channels are closely monitored it is always preferable for users to log incidents via the ticketing system to ensure a prompt reply.

Phone Support: Customer Engineering Hotline

The telephone support hotline is available 24 hours a day, 7 days a week to production-grade customers only. The number for the support hotline is printed on the left-hand side of the header of the Evolution page after users sign-in.

Note: Developer-grade accounts do not have access to the support hotline, but are free to use LiveChat, email, or the ticketing system to receive technical help.

LiveChat Support

Developers, production customers and anyone who has questions about Voxeo's IVR services can engage us in LiveChat to receive much-needed answers to important questions. General inquiries on topics such as IVR capabilities and features, or general "best practices" advice are welcomed by the Customer Obsession Team at any time of the day or night. Simply login to your account and select Account -> Overview (or login to the Management Console of your local Prophecy installation), and look for the "Click here to chat" button to get started:

Note: It is suggested that technical questions in LiveChat be limited to areas that do not involve intensive application-specific or software configuration-specific debugging, as this typically involves a dedicated review of large amounts of data that is best sent to the team via email or the ticketing system.