24 × 7 support from the engineers who run the network.
An engineer-staffed NOC, clear severity definitions, published escalation and honest reporting - because in telecom, how you handle the bad day matters more than the brochure.
≤ 15 min
P1 response target
24 × 7 × 365
NOC coverage
5 days
P1 RCA delivered
How to reach us.
24 × 7 NOC
Phone +91 777-500-2222 (option 2) or [email protected]. Engineer-staffed around the clock, every day of the year.
Customer portal
Raise and track tickets, view incident status, download CDRs and reports, manage numbers, trunks and users in the client portal.
Email support
[email protected] for non-urgent requests, billing queries and documentation. Auto-acknowledged and ticketed within minutes.
Named account manager
Every customer has a named account manager for commercial questions, service changes, reviews and escalations beyond the NOC.
Proactive notifications
Maintenance notices, route or capacity alerts and incident updates by email and portal - configurable per contact and per service.
Reporting & reviews
Monthly QoS and SLA reports; quarterly business reviews for committed-volume and managed-service customers.
Severity levels, response times and escalation.
| P1 - Critical | Service down or severely degraded for many users (e.g. trunk down, route ASR collapse, circuit outage). Response ≤ 15 min, updates every 30 min, 24×7 work-to-resolve. |
|---|---|
| P2 - High | Significant degradation with workaround (e.g. one destination degraded, partial SMS delivery issue). Response ≤ 1 h, updates every 2 h. |
| P3 - Medium | Minor impact or single-user issue (e.g. one number misrouting, CDR discrepancy). Response ≤ 4 h business hours, resolution plan within 1 business day. |
| P4 - Low / request | Change requests, questions, documentation. Response next business day; scheduled per change calendar. |
| Maintenance windows | Planned works notified ≥ 5 business days ahead; standard windows 22:00–04:00 local PoP time; emergency maintenance notified as early as possible. |
| Escalation | Level 1 NOC shift lead → Level 2 NOC manager → Level 3 Head of Operations → Executive. Contacts and timers published in your portal. |
| Status | Real-time incident status in the portal; email subscriptions per service; post-incident reports for P1 within 5 business days. |
Lifecycle of a ticket.
- Step 01
Raise
Call the NOC for P1/P2 or open a ticket in the portal/email. Include trunk or number IDs, timestamps, sample call/message IDs and impact.
- Step 02
Triage
The NOC classifies severity, acknowledges with a ticket ID and starts diagnosis - pulling CDRs, route stats and circuit telemetry immediately.
- Step 03
Resolve
Engineers work the issue with regular updates; carrier or last-mile partners are engaged in parallel where needed. Workarounds first, root cause second.
- Step 04
Review
Ticket closed with your confirmation. P1 incidents receive a written post-incident report; recurring themes feed the monthly service review.
Developer documentation
API references, SDKs and integration guides for Voice, SMS, Verify, Video and Email.
Explore APIsSupport - common questions.
The questions customers and carriers ask us most often before they interconnect. If yours is not here, our team answers within one business day.
Still have a question?
Ask our solutions teamNeed help right now?
Call +91 777-500-2222 and choose the NOC option, or email [email protected]. For everything else, our solutions team is one message away.
