Receiving Help and Support

Ytel Customer Support is available weekdays 6-6 Pacific, major holidays excluded. 

How to Contact Ytel Customer Support

You can receive help by 3 primary avenues:

1. Live Chat
2. Customer Support Center located at support.ytel.com
3. Email to support (at) ytel.com or billing (at) ytel.com

Live Chat

Live chat is the preferred way to receive support for most items. Our average response time is typically within 1-2 minutes. Click the chat icon when you're logged in and say hello!  

*Please note, chat support is for you and your designated administrators only.

Customer Support Center support.ytel.com

You can access the Knowledge Base through the Customer Center.

You can also create or respond to service tickets.

- To access the Customer Support Center, click here and follow the prompts to create a password.

- If you have another admin that needs to work with our support team, please create them a new account within the Customer Support Center by clicking here

How to Submit a Service Ticket

1. Login to the Ytel Customer Support Center
2. Click "Submit a Request" in the upper right corner
3. Make the appropriate selection from the drop down
4. Complete all Subject and Description fields - please be as detailed as possible
   
   1. Date/Time
   2. To/From
   3. Call/MessageSID
5. Add any attachments
   
   1. Do not include any PII, PHI, SPHI, or other confidential information
   2. Do not include full credit card numbers, full social security numbers, etc
6. Click Submit
7. Check your email - you will receive an auto-response which contains your ticket number. Ytel will communicate with you through this ticket.

*Note: All tickets within your organization are available to any user you create. 

Priority Levels

Ytel's ticketing system recognizes 4 distinct priority levels, defined below:

P1 URGENT 

Definition: A complete 'business down' situation or critical system down with high financial impact

Examples: Production system outage, Unable to place & receive phone calls, Critical Security Vulnerabilities, Data Corruption

P2 HIGH:

Definition: A major component of your ability to operate is affected. Some aspects of the business can continue, but its a major problem.

Examples: Severe bugs affecting key functionalities, Issues impacting a critical path in project development, Able to receive inbound calls but not place outbound calls

P3 NORMAL:

Definition: Your core business is unaffected, but the matter affects efficient operation by one or more people. These are standard items that need attention within reasonable response times, but do not have an immediate or high impact on daily operations.

Examples: Moderate bugs affecting non-critical functionalities, Routing feature requests, General support inquiries, Unable to save a specific configuration setting.

P4 LOW:

Definition: Non-critical or minor items that can be addressed when higher-priority tasks are completed. These have minimal impact on daily operations and a work-around typically exists.

Examples: Cosmetic issues or minor UI glitches, Low priority feature requests, General questions with low urgency.

Email support (at) ytel.com

Email is perfect for those items that are non-urgent. Our average initial response time is 1-2 hours. You will receive an auto-response from our ticketing system.

If needed, we're always available for a quick video chat or phone call ... just ask! 

Escalation

If you're ever not satisfied with the level of service you receive, please request to speak with the Manager on Duty - we will listen to your concerns and do everything we can to make you happy.

Support Packages

Every account receives free support for the life of their account.

For businesses interested in receiving an extra level of service, or for businesses who choose to have their support requests prioritized, Ytel offers three tiers of paid support, outlined below:

Professional Services

For those unique and special requests, Ytel's Professional Services department is there to assist. With packages starting as low as $250 /hr the only limitations are your imagination and your budget. Contact Customer Support to request a free, no obligation, consultation.