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Carrier and Wholesale Customers

Support Ticket Process & Response Time Commitments

The following is the Infobip Voice US Trouble and Support process for all voice and interconnection services. We will continue to use our email-based trouble ticketing system. Your participation in this system enables us to actively ensure that issues reported by our valued customers are resolved as quickly as possible.

Options for Opening a Trouble Ticket (in order of preference)

  1. Go to Infobip Voice US at https://voice-us.infobip.com/login
  2. An email to voicesupport@infobip.com opens a ticket automatically.
  3. Call our Support available 24/7/365 at 888-380-2721 opt 2 opt 2.

To correctly handle your ticket request, we ask that you include:

In the Subject line/Issue

  • A brief impact summary. If service is down hard, make sure “P1” is the first word. We use this to prioritize tickets.

In the Body, include

  • Company Name
  • Your Name
  • Contact Phone number
  • Your Company’s Internal Trouble Ticket Number
  • Details of the Problem including:
  Date and Time of the Incident (specify time zone)
  Please provide call examples within the last 24 hours and Include the following information for all call instances:
 
  • Calling Number
  • Called Number
  • Date and Time + Time zone
  • Please advise if the problem can be duplicated by your Support team

 

Definitions of ticket severities

Severity 1 … Service down hard. Outage.

Severity 2 … Service degradation.  Majority of calls are successful but seeing some examples of troubles such as the following:

  • SIP Error response
  • Long Post Dial Delay/ Dead Air
  • One-Way Audio
  • Inbound calls not reaching you
  • Low Voice Quality/Static/Echo
  • No DTMF
  • Fax or Modem Failure
  • Recording
  • No Caller ID
  • Single Call Looping

 

Response time Commitments

Severity Level Description Standard Response Times
1 Service down hard. Outage. 1 Hour
2 Service impacting issue (includes call failures, or circuit errors) 4 Hours
3 ASR investigation requests, analytics-based declines (RCC 21, SIP 603, SIP 608), maintenance requests, all else… 24 Hours

 

Severity 1 Outage Escalation Guidelines

In the event of a Severity 1 Outage (or serious Impairment) we want you to utilize our 4 Level Escalation Matrix. The most effective way to reach us is by calling the on-call telephone number provided.

  • Leave a voicemail at each Escalation Level
  • Allow 60 minutes for response between Escalation Levels

 

Escalation Matrix for Outages (or serious Impairments)

Escalation Level Role On call phone Email (business hours only)
1 Support (312) 940‑5699 Carrier_Escalations_Level1@infobip.com
2 Team Lead (312) 940‑4108 Carrier_Escalations_Level2@infobip.com
3 Advanced Support (312) 940‑2845 Carrier_Escalations_Level3@infobip.com
4 Head of Support (312) 940‑1988 Carrier_Escalations_Level4@infobip.com

 

Delayed Response Guidelines

In the event of a delayed response on a Severity 2/3, we ask for your patience. We are working on customer trouble tickets in the order received and based on priority/severity. We will provide an update as soon as possible or practical. In the event a more immediate response is required, you may call 888-380-2721 opt 2 opt 2.