We provide multi-channel support with defined SLAs (Service Level Agreements), clear escalation paths, and self-service resources. Follow the steps below to get help fast.

On this page

• Ways to contact support
• Support hours & response SLAs
• Open a support ticket (step-by-step)
• How to escalate
• What we need from you (to speed resolution)
• What to expect (resolution & RCAs)
• Self-service help center
• Training & onboarding
• Scope & limitations
• FAQ

Ways to contact support

Tip: Use the support portal for attachments, history, and faster routing.

Support hours & response SLAs

Definitions:
SLA = target time to first response; L1/L2 = support tiers (frontline/advanced).

Hours: Business-hours and after-hours coverage vary by plan. Replace with your official hours/tier details if different.

Open a support ticket (step-by-step)

1. Go to /support/tickets → New ticket (or email support@myoperator.com).
2. Select priority (P1–P4) per the table above.
3. Describe the issue clearly (see template below).
4. Attach evidence (screenshots, call IDs, HAR/network logs, timestamps with timezone).
5. Submit and note the ticket ID.

Copy-paste email template

Subject: [P2] Agents not receiving calls after IVR stepProduct/Area: Call routing / IVRImpact: 20% of incoming calls drop after option 2When it started: 21 Aug 2025, 14:30 ISTRecent changes: New queue created for Support (21 Aug 2025, 13:50 IST)Examples: Call IDs CLL-12345, CLL-12359Steps to reproduce: Call +91-XX..., press 2, wait 10s -> disconnectContact person & phone: Priya (Support Lead), +91-98...Attachments: IVR screenshot, queue settings export

How to escalate

If you’re not seeing progress:

1. Reply to the ticket with @Tier2 escalation and business impact.
2. Phone escalation (P1 only): Call 081029-81029 and reference your ticket ID.
3. If still blocked after the SLA update cadence, email support@myoperator.com with subject Escalation: [Ticket ID].
4. Request management attention in-ticket if the issue persists beyond 24h (P1/P2).

Escalations are auto-routed to L2 engineers; you’ll see the new owner in the portal.

What we need from you (to speed resolution)

• Call IDs, timestamps (with timezone), phone numbers (masked if required).
• Screenshots / screen recordings and exact error messages.
• Recent configuration changes (IVR edits, new numbers, CRM integration updates).
• Network context (VPN/Firewall changes, office vs. mobile).
• A test window when we can place calls to reproduce.

What to expect (resolution & RCAs)

• We’ll acknowledge within the SLA target for the chosen priority.
• Status updates at the cadence in the SLA table.
• For P1/P2 incidents, a post-incident summary within 2 business days, and a detailed RCA (Root Cause Analysis) within 5 business days where applicable.

Self-service help center

Find instant answers in our Help Center:

• Setup guides (IVR, queues, numbers) → /kb/ivr-setup
• Troubleshooting (missed calls, quality) → /kb/troubleshoot-calls
• Video tutorials → /kb/videos

Training & onboarding

• One-time onboarding call for new customers.
• Interactive walkthrough of IVR and call-flow setup.
• Refresher training available on request via /training/request.

Scope & limitations

• What support covers: Production issues, configuration guidance, bug reports.
• What’s out of scope: Custom development, third-party CRM bugs, telco outages outside MyOperator’s control.
• Planned maintenance: Announced via /status (subscribe for alerts).
• Holidays/after-hours: See /support/hours for regional schedules.

FAQ

Is there 24×7 support?
Coverage varies by plan; see /support/hours for your region and plan.

How are priorities assigned?
Use the table above; if unsure, open as P3 and we’ll adjust after triage.

Can I request a copy of the SLA policy?
Yes—download from /support/sla or request it via support@myoperator.com.

Do you provide RCAs?
For P1/P2 incidents, yes—summary within 2 business days; RCA within 5 business days (where applicable).