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Flowroute

Support Hours

Flowroute support can be contacted by telephone or web.

 

Incident Response Times:

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Flowroute provides 24x7 365 days a year Emergency Support for existing Production systems.

In order to ensure the fastest response times via our pager alert system, emergency (P1) tickets must be opened via the web portal: NEW TICKET and severity set to emergency

P2 & P3 tickets can be opened at: NEW TICKET. To ensure fastest resolution time, provide as much detail as available regarding the issue when logging the issue. Once a case has been logged,

Customers can also reach out to Customer Support via the Support Hotline at 1-855-356-9768 or 1-206-641-8000, and choose option 1 for increased responsiveness.

Please note that the Support Hotline is only available during business hours.

¹Business hours are defined as Monday through Friday 6:00 AM to 5:00 PM PT, excluding Flowroute’s published holidays.

 As a prepaid service, no penalties are in place for failure to meet the outlined service levels.

Incident Priority Levels

Flowroute’s Technical Support team assigns a priority level to each incident, according to the criteria described in the following table. Priority levels are used to determine target response times, as described in Incident Response Times.

Priority

Criteria

1

  • Total System Failure
    • Flowroute services down
    • API endpoints (SMS/MMS/Numbers) return 5XX HTTP errors or Unreachable
    • All calls do not complete
    • All calls one-way audio (OWA)
    • All Calls no way audio

2

  • Major Functional Issue
    • Consistent one-way audio (OWA)
    • Consistent no way audio
    • Consistent call does not complete
      • Inbound
      • Outbound
    • Consistent audio quality issues
      • Choppy Audio
      • Post-dial delay (PDD)
      • No DTMF (Dual Tone Multi-Frequency Signaling)
    • Unable to Register PBX
    • Urgent porting completion date modification
      • Port order completing in <2 business days

3

  • Minor functional issue, question or porting request
    • Product pricing questions
    • Billing questions, including surcharges
    • Port order status or change requests
    • Configure phone numbers (DIDs) routing
    • Purchasing phone numbers (DIDs)
    • System configuration troubleshooting
    • How do I <X> (Customer training or knowledge)
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