Get to the right conversation.
Choose your service area and include the details needed to investigate.
Who, what, when and direction
Identifiers and timezone
Re-test the original failure
Get the right evidence to the right team.
A useful place to begin
Choose the service area first: carrier connectivity, wholesale voice, business communications or an integration. Include your account reference and a concise description of the impact. Use the agreed support channel for an existing service rather than opening a new sales inquiry.
For a calling issue, provide a timestamp with time zone and representative call references. For a business phone issue, identify the affected users, devices or call flow. For an integration, provide the operation and sanitized error details.
Keep the investigation focused
State whether the problem is ongoing, intermittent or limited to a specific destination. Include the last known successful behavior and any recent changes. This helps separate a broad incident from an isolated application or configuration problem.
Do not send passwords, API secrets or full payment details. Use the account’s established escalation path for urgent incidents and current service information. Public sample dashboards on this site are not a live network-status source.
Start with your service
Carrier & wholesale
Provide account reference, timestamps, call IDs and the affected interconnect. Use your agreed escalation channel.
Explore Carrier & wholesaleBusiness Communications
Describe affected users, numbers, devices and call flow.
Explore Business CommunicationsDeveloper support
Include operation, time, request reference and sanitized error details.
Explore Developer supportNetwork status
For current incident information, use your existing account support channel.
Explore Network statusExisting customer?
Use the portal or email
What to review with your team
| Review area | What to establish |
|---|---|
| Prepare | Account, service area, impact and time window |
| Establish | Representative evidence, recent changes and contact owner |
A useful incident report starts with impact
Describe who is affected, which direction is failing and when the issue began. State whether calls fail to establish, reach the wrong destination or have an audio problem. Include the timezone and distinguish a continuous failure from an intermittent pattern.
Provide a few call examples with the identifiers agreed for your account. Keep authorization headers, passwords and unrelated personal information out of the report. Use the support and escalation contacts supplied during onboarding; the general contact form is not a substitute for an agreed urgent incident process.
Track changes through recovery
Keep one record of configuration changes made during diagnosis. After an adjustment, repeat the relevant test and capture the result. Avoid changing routing, firewall rules and application settings simultaneously unless the incident plan requires it, because that can hide the cause.
Recovery should include the original failing case and a representative normal call. Record any temporary workaround and who owns its removal. If the incident affected reporting or billing, establish whether a separate reconciliation step is required.