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Reporting a Problem

This page covers the best practices for reporting problems to ConnexCS support. We encourage feedback but also want to make sure you have the most efficient means of expressing a problem so there are no delays.

ConnexCS System Status

Before reporting a problem, please check the ConnexCS System Status Page for current known issues.

Support Channels

Online Chat

Online chat is real-time assistance that is useful when you are unable to call. The blue help icon at the bottom of this page will lead you to a chat window. Clicking this button alerts staff, and the first person to become available will reply as soon as possible. We find that most questions get resolved efficiently this way. Please note that the chat system is for one-on-one communication about a specific problem, not for multiple concerns or system-wide change requests.

Tickets

Support tickets are created by sending an email to support@connexcs.com

Phone

To speak to a support representative, please call our office number listed at www.connexcs.com.

When to call the support number

Our support line rings directly to our engineers. We kindly ask that you only ring this number during 9:00am - 23:00pm UTC, unless there is a CRITICAL issue.

Issue Classification and Response times

Issues are classified based on a combination of Category and Severity. If you are not able to determine the Category or Severity, we can help with this.

Categories

  • Platform- Refers to the stability of the ConnexCS system (typically outside customer control). Ex: ConnexCS platform is down.
  • Operational - Anything within the customer's control. Ex: configuration issues.

Severity Levels

Level Severity Example
P0 Critical ConnexCS is down, this is affecting all of our customers and no calls are able to be made.
P1 Critical A customer of ConnexCS is down and it is affecting all calls.
P2 Critical A customer of our customers calls are down, or there is a serious User Interface problem.
P3 Important There is medium impact problem which is affecting some, calls of 1 or more customers. Or there is a serious User Interface Problem.
P4 Trivial There is a User Interface problem, or a low impact problem affecting calls.
P5 Trivial There is a minor UI Bug or a feature enhancement.

Reporting issues with new interconnects

When reporting an issue with a new interconnect that is not working, please be advised that this is not considered a Critical issue.

Response Times

  • Platform support for P2+ Issues = 24/7.
  • Operational Support = 8:00am - 8:00pm UTC (regular working hours). Whenever possible, we may provide support outside these times if we are available (best effort). We are a small team, so we request you keep this in mind when reporting issue severity.

Classification usage

These Severity levels are here to assess the impact of a problem but are not followed blindly. We will attempt to answer support requests 24/7, however repeated instances of reporting Critical incidents beyond normal working hours may result in fines on the account or account termination.

Requested Troubleshooting and Information

For best results when reporting an issue, please provide us with the following information. This will help our support staff and engineers best address reported problems.

Step 1: Check for Outages

Please check the ConnexCS System Status Page for current known issues.

Step 2: Check Documentation

ConnexCS onsite documentation, found at docs.connexcs.com, serves multiple functions:

  • To provide a repository where you can search for information relevant to your problem.
  • To inform your questions when you contact support.

Sometimes complications are resolved easily by turning off parameters that are not compatible. These are instances where a little troubleshooting might solve it. There are other times where a bit of help is needed as well; understanding the documentation will speed our efforts to remedy larger concerns. Whenever possible please consult the ConnexCS documentation before contacting support.

Step 3: Gather data

This step helps us understand and resolve your issue as quickly as possible

  • User Interface Issues: Including a screenshot along with a clear description of the problem can really help us understand what needs to be resolved. For an efficient utility to take UI screenshots, we recommend a browser plugin called "Lightshot", or use your OS's built-in snipping tool.
  • Problems with Calls: For problems with call flow, the Call-ID is how we identify which calls are affected. It helps us isolate customers, providers, and/or channels that may be affected. Call-ID is found in the Logging section by clicking on a call, and then copying the ID to right of the panel.
  • Clear and Concise Issue Description: All of the above steps contain more ways for you to be able to identify your problem, troubleshoot it, and then communicate the problem(s) clearly in the event of contact.

Respectful communications

We are also happy to talk with you about wider SIP topics outside of our switch where possible. Under no circumstance will we tolerate rude behaviour, intimidation or threats. We are all SSVVP and SSCA qualified, and whenever possible, we will cite references or point you to SIP traces for fact-checking information.

Reporting Multiple Problems

If you have more than one problem to report, we ask:

  1. Create a separate ticket for each request. This so that the individual concerns get routed to the correct staff.
  2. Allow an adequate amount of time for us to assess the problem and resolve it. We first have to assess if the problems are connected, adding extra time onto finding the roots themselves.
  3. Call instead of emailing. This is so we can get a concise reading on all concerns quickly and ask follow-up questions on the spot.

NOC-On-Demand

If you are interested in NOC-on-Demand or Enhanced Support, which would give 24/7 (or to cover their time zone) operational support, please contact us directly to discuss this option.