At ChorusCX, we’re committed to keeping your organization running at its best. Whether you’re troubleshooting a technical issue, raising a ticket, or need urgent out-of-hours assistance, our dedicated support teams are here to help, every step of the way.
We work to resolve all issues as swiftly as possible. Where a fault needs to be escalated to a network or platform supplier, resolution may take additional time. Every ticket is assigned a priority level and target fix time so you always know where you stand.
Total loss of service or severe disruption affecting one or more elements of the solution, causing continued and significant impact to operations.
Instability or performance degradation that makes it difficult to continue using the platform effectively.
Intermittent service failures or issues with specific functions or features that are impacting service on an irregular basis.
An occasional, low-impact failure that can be worked around without significant difficulty.
We know that technical issues don’t keep office hours. That’s why ChorusCX offers 24/7 fault reporting for service-affecting issues, so you’re never left without a route to resolution.
To report a fault outside of standard hours (Monday – Friday, 9:00am – 5:00pm), complete the same initial diagnostic checks outlined above, gather all relevant information, and contact your regional support team:
Please note: where further investigation reveals no fault is present, engineer charges may apply for non-service-affecting issues reported out of hours without appropriate first-line diagnostic checks having been completed.
Need help with portal training or running diagnostics? Contact your dedicated ChorusCX account manager to arrange a session.
To help us resolve your issue as quickly as possible, please run through the following checks before submitting a support request. Once complete, include your findings in your ticket or email them directly to your regional support address.
Confirm the configuration is as expected in your management portal.
Verify the destination number is working correctly.
If the same issue appears on the destination number, please report it to the destination number provider.
Attempt to replicate the fault through test calls and note the outcome.
Confirm whether the issue is constant or intermittent, and if intermittent, how often it occurs.
If an error message appears, take a screenshot or copy the text to assist our investigations.
For intermittent faults, please provide 5–10 call examples from the past 24 hours, including times, dates, call status, and a description of the symptoms.
Once you've completed these checks, send your findings along with any relevant information to your regional support email. A support ticket will be automatically raised and a confirmation sent back to you.