Contacting Support

Support for Sangoma products is broken into different departments. Ensuring that you receive the quality help you deserve begins with contacting the correct department. The following are directions that help ensure you are receiving support in a quick and timely fashion.

• Go to https://www.sangoma.com

• In the top center there's an option for Help & Support

• Click on Contact us to be directed to the contact page.

• Click on Help Center to be taken to https://help.sangoma.com

• This site contains a collection of all of the knowledge from Sangoma. 

• Click on the heading of a section to be taken to a general page about that category.

• Click on the sub heading within the category to drill down on a specific category

• To receive help from our Technical Support Team please log into the site by clicking on Log In in the upper right side.

• Once logged in follow these instructions to create a case: https://sangoma.lightning.force.com/lightning/r/Knowledge__kav/ka54U0000004GpwQAE/view

Article Details

Affected Version(s)

Internal Use Only

Internal Comments

What to do if a customer calls in with a Sangoma Product.

• If it is with a Switchvox we create the case normally and work it. If we troubleshoot the Switchvox and the issue is not with the Switchvox, please reach out to a SNG technician via Slack # support channel and work with SNG Technicians to set up an appointment or conference call for the customer and support.
  Or if possible, an SNG technician will be able to get on the call immediately.

NOTE: At no time do we tell the customer to open a Sangoma ticket, or call the Sangoma support line, if there is a Switchvox involved.

• Gateways and Open Source Asterisk without Switchvox, transfer to the CCS Queue x8202

• SIP Station or FAX Station with Switchvox, transfer to the CLD Queue x8207

• If it is FreePBX or Free PBX Modules, direct the customer to open a case online with Sangoma

• If you are still unsure, please reach out to your MOD