DSL Telecom's Cloud PBX support channels - expert help when you need it

01.09.20 03:30 PM - By Daniella

DSL Telecom offers effective help-desk support to our customers on all of our Cloud PBX plans. If you have selected either the Enterprise or Ultimate plan you further benefit from a complete managed service with an assigned Customer Success Manager for an even simpler, worry free solution.

Here are the DSL Telecom support channels that you and your teams can utilise:

Online how-to & solution articles, blogs & videos

DSL Telecom customers can access self-help resources and get the answers they need instantly.

Online resources are included in all plans

Customer Resource Centre

For a speedy fix you can access our customer resource centre, packed with a collection of articles, user guides & tutorials on our Cloud PBX offering

Access Customer Resource Centre

Blog Articles

Here you can find insightful and educational articles related to our telephony, voice & software products

Access Blog

YouTube Channel

Here you can find PBX how-to videos, PBX features explanation videos & PBX walk-through videos

Watch Videos

Ticketing Support

Fear not, we have an award-winning customer support team at your service. Your queries will be responded to within 24 hours.

Ticketing Support is included in all plans

Telephonic Support

Get access to our skilled support team over the phone, and get answer to all your queries in real time.

Enterprise & Ultimate Plan: Included for free

Standard Plans: Billed at R950.00 per hour (ex Vat)

Remote & On-Site Support

Remote & On-Site support is provided during business hours Monday-Friday 08:00-17:00. (Excludes public holidays). On-Site support can only be used when all remote support attempts to solve an issue have been exhausted.

Ultimate Plan: Included for free

Enterprise Plan: Billed at R475 per hour (exl. Vat)

Standard Plans: Billed at R950.00 per hour (exl. Vat)

Remote & On-Site Support can be used for:

On-Site hardware and software installations and deployments
Integration configurations
Training for your team members
Resolving technical issues
New site inspections

Customer Success Manager

A dedicated Customer Success Manager that knows your setup and history, so no time is wasted in fixing problems that come up, or moving you to new telephony & voice solutions when you need it.

Customer Success Managers are included in the Enterprise & Ultimate Plans

Here is what your DSL Telecom customer success manager can assist you and your teams with:

Tools, support & training you and your teams need to effectively utilise the DSL Telecom Cloud PBX system
Customer & new team member on-boarding
Act as a point of account/support escalations
Periodic check-ins, best practice recommendations to minimise phone downtime, business inefficiency, and improve telephony performance
New telephony project deployment & consultation
Proactive case management, network monitoring, and notifications keep you on top of every issue
Adding new telephony sites, site moves and multi-site deployment
Optimal office telephony layout or restructure

Here is what your DSL Telecom customer success manager can assist you and your teams with:

Tools, support & training you and your teams need to effectively utilise the DSL Telecom Cloud PBX system
Customer & new team member on-boarding
Act as a point of account/support escalations
Periodic check-ins, best practice recommendations to minimise phone downtime, business inefficiency, and improve telephony performance
New telephony project deployment & consultation
Proactive case management, network monitoring, and notifications keep you on top of every issue
Adding new telephony sites, site moves and multi-site deployment
Optimal office telephony layout or restructure

Emergency After Hours Support

If your mission-critical services need immediate 24x7 support, we have a support plan built for you. Contact our support team via phone or email anytime, any day for urgent help.

Emergency support is included in the Enterprise & Ultimate Plans

DSL Telecom will ensure a technician is always on standby to offer emergency support after hours from 17:00pm to 08:00am weekdays and on weekends. Emergency support is only offered for the following:

● Phone system is not functional

● Call forwarding during load shedding

● You are unable to receive and make calls

Please note that after hours support cannot be used for normal support assistance, it is only available to customers that are experiencing severe problems on their system.

SLA Turnaround Times

Guaranteed response times depend on the DSL Telecom Cloud PBX package that you have signed up for. Your most critical issues will immediately move to the top of the list.

SLA turnaround times are included in the Enterprise & Ultimate Plans

What our clients say

" I just want to take this opportunity to thank the DSL Telecom team for the excellent service they gave me. It has been difficult to get good service during the lockdown, but their consistent communication and delivering on promises has resulted in a smooth process of getting the support I needed. I am grateful and appreciate the two gentlemen who helped me - standout service. Brilliant! "

Jones Ditsela,Founder & Director at Ditsela Incorporated Attorneys

What our clients say

"Running our PBX on the cloud allows us to operate on the go which makes it easy to work remotely when required. Having this kind of flexibility and redundancy is critical.''

Brad Munz, Director, Kumoflow