During moments of crisis Avalo Networks has several options for customer to gain access to our support resources.
General Support Requests
Normal Day to Day Support requirements should be handled by submitting a ticket. There are two methods for submitting a ticket, email and via our only customer portal http://acc.avalonetworks.com.
Our primary support email address is support@avalonetworks.com.
In both cases when you submit a request you will be get a receipt emailed to you with your ticket number. This is an official acknowledgment that your request has been put into queue for review and resolution.
General support requests are handled Monday – Friday between the Hours of
9am and 5pm ET. If you submit a ticket outside of our normal support operations hours, that ticket will be handled the next business day.
General Support Urgency Levels include:
- Low – For Developmental or Feature Requests
- Normal – For day to day support needs
- High – For requests which is a stated impact on customers, or require escalation.
Emergency or After Hours Support
Emergencies and after hours support needs happen. And we are here to assist you. Avalo Networks ensures that we have qualified engineering resources at your disposal 24/7. As of this moment, emergency support requests can only be submitted via our online customer portal located at http://acc.avalonetworks.com.
After submitting the ticket, you need to mark it as an emergency, see below:
During normal business hours, this will cause the ticket to be escalated to our highest severity level, in addition the Avalo Networks senior management team is directly notified.
After normal business hours, the same basic notifications and escalations happen, with the addition of our on-call engineer being paged.
Additional Resources
Here are some additional resources which you may find useful. Some of these are operated by Avalo Networks, others are just things we have found and feel they are helpful and add value in someway.
Avalo Network Status Site
Avalo Networks also operates an independent status site, where customers can go to get up to the minute details on conditions of all of our services. You are able to access that site by going to http://status.avalonetworks.com.
There you are able to also subscribe to notifications which are sent out anytime a service status is changed. We suggest that all customers use this resource since its the best way to get a good understanding of service effecting issues all in one place.
Avalo Support Policies
Its very important that customers understand the different severity levels and how they effect resolution response times. As such you should take a moment to review our support policies, which can be found here:
http://help.avalonetworks.com/knowledge-base/support-response-policy/
Avalo Networks Contact Numbers
From time to time you may want to contact us directly. There are two approved numbers you can use:
From within the US and Canada, you are welcome to call our toll free number:
+1.866.530.VOIP(8647)
From outside the US and Canada, we ask customers to call the following number:
+1.865.507.2099
Google Crisis Map
So much effects the ability for technology to work effectively. Due to this and as a means to help people get access to crisis information, Google created a specialized Crisis Map for all kinds of civil events and natural disasters. Avalo Networks uses this map to help track changing conditions which could effect the operations of our network. As such, ee feel that this is a great resource for our customers to use as well.