In the “Frequently asked questions” section, we have collected answers to the most common questions and answered them clearly.
Our support - Fast and efficient help
Fast and efficient help from our support team
Do you need fast and reliable support when using our services? Our customer support team is dedicated to providing you with efficient and fast help wherever you require it. Within our help section, you will receive comprehensive information and guidance specific to our Cloud PBX and SIP Trunk services.
We understand that technical challenges can be frustrating. That's why our support is focused on providing you with a prompt solution. Whether there are technical difficulties when setting up your Cloud PBX, you need to make an adjustment to your SIP trunk or require other technical assistance, our support team is always on hand to help.
With access to various resources, including FAQs, guides and direct customer contact, our support area allows you to effectively troubleshoot issues to ensure the smooth functioning of your communication solutions. Rely on our prompt and knowledgeable service to not only answer your questions, but to actively help optimize your business processes.
FAQs
Online instructions
Our online guide provides detailed information on configuration and the functions of our Cloud PBX, SIP trunk and other services.
Open a support ticket
Do you need help? Contact our support team. Simply open a support ticket and describe the problem you need help with.
Business hours and costs
Standard support services
We offer a whole range of standardized support services,* including
- Presentation of new functions and features
- Provision of bug fixes
- Adjustments to legal requirements
- Upgrades to the platform and the end customer portal
- Elimination of system errors and software bugs
*These refer to the platform and infrastructure as well as telephone systems in the Virtual-Call data center.
Paid support
We also offer a range of paid support services:
- Remote maintenance and remote support
- Telephone support and technical advice
- Configuration of Cloud PBX, SIP Trunk and features or their modules (such as call forwarding, voicemail, etc.) for the customer
- Diagnosis of faults and support for third-party end devices (where possible)
Business hours
Our business hours are from Monday to Friday, 08:00 - 12:00 and 13:00 - 17:00,
with a standard response time of 24 hours.
For paid support
Our standard rate for fee-based support is CHF 180.00 / hour.
For support outside business hours (incl. Saturday) there is a surcharge of 50%, and for support on Sundays and public holidays there is a surcharge of 100%. Billing takes place every 15 minutes.
The prices do not include 8.1% VAT.
