A network operations centre staffed by voice engineers

Everything on our side of the demarcation point: trunks and SBCs, routing and carrier selection, number provisioning and porting, the portal and API, billing accuracy, and call quality across our network. If a call is degraded anywhere between our edge and the terminating operator, that is ours to fix.

We also help with the part that is technically yours. Our engineers will read your SIP traces, check codec and DTMF negotiation, review your QoS marking and tell you plainly when the fault is in your LAN, firewall or PBX. We will not close the ticket the moment we can prove it is not our network — we would rather help you find it than win the argument.

Two routes, both immediate. Reply to the ticket with ESCALATE in the subject line, or call the NOC on +1 (800) 555-0111 and quote the ticket reference. Either action raises the severity by one level and pages the on-duty shift lead straight away — it does not put you into another queue.

P1 tickets also escalate on their own. If service is not restored within 30 minutes the duty manager joins, and at 90 minutes the VP of Network Operations is paged and takes ownership of communication. Enterprise accounts additionally have a named engineer and their direct number, so escalation does not depend on the general line at all.

Standard maintenance runs Tuesday to Thursday between 02:00 and 05:00 in the local time zone of the affected PoP, and you receive at least ten calendar days' notice by email and portal notification. Because trunks are anchored across two regions, the overwhelming majority of maintenance is performed with sessions drained to the standby PoP and no customer impact at all.

Emergency maintenance — an active security fix or an imminent hardware failure — can proceed with as little as one hour's notice, but it is always announced before work begins and never applied silently. Enterprise customers can nominate blackout periods such as quarter-end or a peak trading week, and we will schedule around them.

Through the status page, which you control. Subscribe as many email addresses, SMS numbers and webhook endpoints as you need, and filter by region and by service so your network team is not paged about an SMS issue in a market you do not operate in.

During a P1 we publish an initial notice within 15 minutes of declaring the incident, update at least every 30 minutes until resolution, and follow up with a written root cause analysis within five business days. That RCA states what failed, what customer impact was measured and what we have changed to prevent a recurrence — it is sent whether or not anyone asks for it.

Yes, and porting standard geographic and toll-free ranges is included at no charge. A porting coordinator is assigned to your project: they validate your customer service records before submission, submit and track each order, chase rejections with the losing carrier and book cutover windows with you rather than around you.

Ports are run as parallel migrations. Your new trunks are live and tested before any number moves, and large estates are ported in scheduled batches so a single problematic range cannot hold up the whole project. Typical timelines are 7–15 business days in North America and 2–6 weeks internationally, and the handbook lists realistic expectations per market.

We do not administer your PBX or contact centre application, we do not manage your LAN, firewall, SD-WAN or internet circuits, and we do not provide desktop support for handsets we did not supply. Custom development against our API is your work; we will review your integration and answer questions, but we will not write and maintain your application.

For the SLA specifically, outages caused by your own undocumented configuration changes, third-party equipment failure, ISP outages or force majeure do not accrue service credits. That said, exclusion from the SLA is not exclusion from help — our engineers will still work the ticket with you until the cause is identified.