The VORADIAN Customer Support Team provides support for all VORADIAN services. Our mission is to reinforce our customer’s business communications success with timely and professional customer support by a team of dedicated and knowledgeable support staff.
The Customer Support team is available from 8 A.M. to 8 P.M. Monday through Friday, and 8 A.M to 4 P.M on Saturday, (all federal holidays and Sunday excluded) for all issues. Support for critical issues or service impacting issues are available 24 hours 365 days. Please refer to our Support Policy and your Customer Master Service Agreement for further details about support hours and our Service Level Agreement.
Explain your request clearly or in enough detail so we may reproduce the problem. If the issue is call related, please provide the following information to initiate a call trace.
1) Event Date & Time:
2) Account Identifier(s): {Telephone Number’s, Domains/ Account Name & number, URL’s, Username, etc.}
3) Telephone Equipment/System Identifier(s): {Make, Model, Firmware, Portals, etc.}
4) Problem Description: {Clear and concise problem description}
5) Your Expected/Desired Result:
Get support from the help desk by logging into your Customer Support Portal. Open a trouble ticket, access user information, technical documents, ask questions, chat live on-line or by phone with a support agent, send your feedback and view answers to frequently asked questions.
Open a Trouble Ticket by Email or within the Customer Support Portal. You can easily open a trouble ticket by browsing to 'Tickets' section of the Customer Support Portal under your menu profile or by sending an email to: support@voradian.com.
The VORADIAN Customer Support is available by telephone Monday through Friday from 8am-5pm Eastern Standard Time. Call us at 678-797-7300. If an agent is unavailable or if you are calling after telephone support hours, please leave a message. We will open a ticket for you and reply by email with status updates. Service impacting issues are always handled expeditiously and will receive a return phone call.
You can also reach the VORADIAN Customer Support by “chat” from the Customer Portal. Support technicians are available by Support Chat Monday through Friday from 8:00 a.m. through 5:00 p.m. Eastern Standard Time.
You can send a text message (SMS) from your mobile phone to the Customer Support main telephone line. Your message will then be routed to the appropriate support agent, who will open a ticket for you and reply by text message with status updates. Service impacting issues are always handled expeditiously and will receive a phone call to the same number where the text message originated. If we are unable to reach you at that number, we will then contact you at the phone number we have for you on support file.
Last but not least, you can always access your personal Account Manager via the contact information provided to you at the time of your onboarding session. If you are unable to locate your account manager’s contact information, you may request it by phone or email from our customer service department. Your account manager is the single point of contact for all of your sales and support needs when you need them. Your personal account manager will access and coordinate with all internal and or external resources as needed, to get you the help you need as quickly as possible.
However, as a matter of tiered support hierarchy, we request that you contact the appropriate support team first, for your specific support needs. But you are always free to contact your Account Manager with any questions, requests or concerns about your account with VORADIAN. Our Account Management Team represents the very best in our personalized concierge service.
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