If you are unable to find the answer to your query within our Documentation site, then the next step would be to raise an issue to our Helpdesk. We will cover the basics of that process here.

This can be found at https://byphone.atlassian.net/servicedesk/customer/portal/1

Request Types

Support requests are broken down into 5 categories, each with their own set of related issue types.

Technical Issues & Help

Call flow configuration: Support on how you can structure your call flow to produce your desired outcome on Byphone. See Call Flow Basics
Configuring hardware phones: Support on how to configure supported handsets. We can only provide limited information when it comes to unsupported devices. See Supported Hardware
Registering devices with your service: Support on what information would be required to get a device registered using a Byphone Identity. See Manual Device Config
Report call quality problems: Issues with call quality on a Byphone system after all internals have been checked. See General Device Checks
Service Down: Total loss of inbound/outbound phone services.
Other: Any other type of technical issue not categorised above.

Billing, Payments & Pricing

Problems with payment or credit card: Support in paying for a Byphone system, if not auto-debited.
Help with a quote or an order: For support in placing a new order, upgrading a service or quoting for a Byphone system.
Help with a deactivated service: For issues relating to a deactivated service, be it a request to reactivate or an incorrect charge for a deactivated service.
Other: Any other billing issue not relevant to the above categories.

My Account Details

Update account contact information: To alter the contact details for the main account. Be aware that this can be altered on each Byphone system via the Settings section.
Help with a deactivated account: For support in reactivating a deactivated account or related activities.
Other: Any other account related issues not relevant to the above categories.

Number & Porting Requests

Transfer a number to your service: To import a number you own to your Byphone system from another provider.
Port a number to another provider: To export a number you own from your Byphone system to another provider.
Order additional numbers: To order additional telephones numbers to be added to your Byphone system.
Other: Any other telephone number related queries not categorised above.

Feature Requests

Suggest A New Feature: Request new functionality be added to the system unrelated to any other existing features.
Suggest Improvement: Tell us how we could make some of our current features even better.

Submitting an Issue

Once you have chosen the relevant category for your request, we require as much information as can be provided to effectively help with your issue.

You can either keep this request private, meaning only you will receive notifications on any updates to it's status, or share it with the rest of your organisation (if setup within the Helpdesk) to make all other users aware of the issue and able to participate if necessary.

Below outlines the workflow requests could take (except Feature Requests).

SLAs

First Response

We aim to initially respond to feature requests within 3 working days, and these are considered regularly by our development team for implementation.

For all other requests we aim to respond within 1 hour during working hours. Resolution time is dependent on the request and priority. Once a ticket is picked up our 1st line will triage it to determine it has been correctly categorised and will re-categorise where necessary.

Resolution

The grid below shows the categories each ticket type belongs to, the image shows the category, priority which will then determine the estimated SLA.

Issue Type	Request Type
Problem	Report Call Quality Problems
	Service Down
	Problems With Payment or Credit Card
Service Request	Call Flow Configuration
	Configuring Hardware Phones
	Registering Devices With Your Service
	Help With A Deactivated Service
General Question	Help With A Quote Or An Order
	Update Account Contact Information
	Help With A Deactivated Account
	Other
	Email
DDI	Transfer A Number To Your Service
	Port A Number To Another Provider
	Order Additional Numbers
Feature Request	Suggest A New Feature
Feature Request	Suggest Improvement

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