Support is available continuously from Monday 01:00 (UTC) through Saturday 01:00 (UTC), including public holidays (24x5).
Customer service representatives are available for support in English.
Customers can contact support as follows:
Depending on the nature of your support issue, the support team are likely to ask for the following items—if you can, when you open your ticket, provide this information :
- A description of the issue and context
- How the issue is affecting you
- Your expectation of the behavior
- Steps to reproduce the issue
- Screenshots, if your issue appears in the user interface.
To view your tickets, see:
The service is non-operational or severely degraded with critical impact.
A large number of users are impacted.
There are no workarounds.
CafeX Communications are engaged continuously until resolved.
The service is limited or degraded.
Major features are not performing correctly or are behaving abnormally, impacting a customer's operations.
A relatively small number of users are impacted.
There may be a workaround.
CafeX Communications are engaged as is reasonably expected until the issue is resolved or a workaround is in place.
A customer's operations are not impaired or degraded.
General issues related to a feature or a set of features.
Informational question related to a feature or a set of features.