Support plans for every business

Frequently asked questions

• Can I change my subscription level any time I want?
  Absolutely. You can upgrade or downgrade your subscription at any time. Please note that any subscription changes will come into effect at the start of your next billing cycle.
• What are P1, P2 and P3 incidents?
  P1, P2 and P3 are the priority levels we assign to customers’ issues.
  
  P1 incidents are the most severe issues that require immediate attention. They can involve critical system failures or major outages that impact a large number of users or crucial business functions.
  
  P2 incidents are high-priority issues that require swift resolution. These incidents may affect a specific group of users or have a moderate impact on overall operations.
  
  P3 incidents are medium-priority incidents that require a generally lower urgency of resolution. These incidents may cause inconvenience but are not critical to the core functioning of the platform or business processes.
• What does Voiso’s chat support include?
  Voiso’s chat support is a convenient solution offered as part of our commitment to comprehensive customer assistance. Key benefits include immediate access to support experts without the need for emails, a user-friendly interface accessible directly from the Voiso contact center platform, and the ability to continue working while seeking assistance.
• What does a Provisioning Manager do?
  The Provisioning Manager alleviates administrative burden by helping customers acquire and manage phone numbers. This includes purchasing, assigning, and replacing numbers — as well as providing efficient and reliable support for customers’ DID number needs.
• What is the escalation support line?
  The escalation support line, a key feature of our Premium service plan, provides you with a dedicated emergency channel to immediately raise critical issues. Once raised, the issue will immediately receive the attention from top-tier support experts to ensure timely and effective resolutions. The escalation support line is available 24/7.
• What does a Technical Account Manager (TAM) do?
  The Technical Account Manager (TAM) is a dedicated support expert with a deep understanding the customer’s business and its processes, ensuring their operational success on the Voiso platform. They provide personalized and proactive support to diminish any potential issues — while also expediting issue resolution, offering product guidance, and managing escalations.
• What are quarterly status reviews?
  These in-depth reviews are led by the TAM and Provisioning Manager. They involve going through support tickets in detail, addressing any lingering concerns, and discussing resolutions that work for your business.