Raising Support Tickets - Office Hours

We've tried to cover as much information as possible in our Help Centre but if you can't find the answer to your questions there, then feel free to email us and a member of the team will be happy to help you.

Before raising a Support Ticket please always check our Service Status Page - which is used to report all known issues with any of our Services.

You can raise a Support Ticket by sending an email to support@ttnc.co.uk or by calling +4420 3151 1000. Support tickets raised by email are set as 'Low' by default. These will then be categorised appropriately, here are some examples:


Support Category: Examples:
High:
  • All inbound Numbers have stopped working
  • You cannot make Outbound Calls
  • Call Forwarding is not working on all inbound Numbers
Medium:
  • One or more inbound Numbers have stopped working
  • You are experiencing problems with making calls or with call forwarding
  • You are receiving a higher than normal level of outbound/call forwarding call failures
  • Incorrect Call Tracking Data or Call Tracking integration issues
Low:
  • Poor call quality or single destination call failures
  • Call failures from equipment on your site
  • myTTNC Platform is not available for you
  • Network IP address additions/changes
  • Credit payments, Prepayments and accounting enquiries
  • Sales / Accounts / Service enquiries
  • Porting, and Account transfers

Whilst these examples do not cover all eventualities, they hopefully convey the severity that will be attached to a ticket.

If you're experiencing any issues with Call Forwarding or the quality of calls, please ensure you have dialled the destination directly from an alternative handset before raising a ticket. This will help you establish whether the issue is with the TTNC number or the Call Forwarding destination.


Reporting Service Issues

Please provide as much information as possible including your Customer Reference number, affected TTNC number, time of the call(s) and details of the issue.

Once your ticket is submitted, our response will depend on the severity of your issue.

When we consider an issue resolved we will let you know via email. Please ensure you place a test call to confirm.

Response time

We aim to provide the best support in the industry and we are typically much quicker than our guaranteed response times as shown below.

As soon as your ticket is being looked at we will aim to respond ASAP either with resolution or with an update including an estimate of time to the resolution where possible.


Support Category: Time of Reporting: Response Time:
High: During UK office hours (9-5 Monday to Friday) 1 hour
Medium: During UK office hours (9-5 Monday to Friday) 2 hours
Low: During UK office hours (9-5 Monday to Friday) 4 hours

Please note: Emails sent outside of the office hours (including Bank Holidays) will be picked up the next working day.

Formal Service Level Agreement

This is a statement of the minimum standards we set ourselves but we usually exceed them. Customers requiring a formal SLA with different standards to the above and/or changes to our Terms should contact us.

Raising Support Tickets outside of the office hours

You can raise a Support Ticket by sending an email to support@ttnc.co.uk - Emails sent outside of the office hours (including Bank Holidays) will be picked up the next working day.

If you're unable to make or receive any calls you're able to raise an Emergency Support Ticket by calling +44 7495 034 036.

Please ensure the following before raising a ticket:

  • If you're experiencing issues on inbound calls, you have dialled the destination directly from an alternative handset
  • If you're experiencing issues on outbound calls, you have tried to call a different number
  • You have sufficient call credit in your account
  • You do not have any outstanding invoices

These checks will help you establish whether the issue is with the TTNC number or the Call Forwarding destination.

Calls to our Emergency Out Of Hours number will be answered by a member of our reception team. They will then escalate the issue to an on-call engineer who will investigate the reported issue.

If the reported issue is deemed to be an emergency, an engineer will contact you, usually within 2 hours. If the issue is not an emergency or due to customer equipment, you may be subject to a £25+VAT charge.

If you need to add call credit or pay an unpaid invoice, you're able to do so by logging in at www.myttnc.co.uk and top up through the store or alternatively, dial +44345 468 6787.

If you need to reset your password, you're able to reset your password by clicking the 'Forgotten your password?' link on www.myttnc.co.uk. The email should come through in a couple of minutes as long as the correct email address has been used.