Support Escalation Policy
How Business Phone HQ triages service outages, calling failures, security concerns, billing issues, carrier problems, and compliance-sensitive incidents.
1. How to open a support case
Send product and service issues to support@businessphonehq.com. Send invoice, payment, subscription, or refund questions to billing@businessphonehq.com. Include the business name, affected Business Phone HQ number, approximate date/time of the issue, what you expected to happen, what actually happened, and whether the issue is still occurring.
2. Priority levels
Examples: all inbound calls fail, all outbound business calling fails, calls route to the wrong business, suspected account takeover, active toll fraud, a serious CPNI/privacy incident, or an E911 provisioning/location concern.
Examples: one number fails, Smart Receptionist cannot complete a key workflow, voicemail or callback bridge fails, a critical integration is unavailable, or call routing is materially degraded.
Examples: greeting changes, routing assistance, user access, invoice questions, usage questions, setup guidance, non-urgent integration help, or product feedback.
3. P1 escalation path
- Support validates the account and captures the affected number, call examples, timestamps, and symptoms.
- The case is escalated to the appropriate technical owner for application, routing, provider, database, security, or infrastructure investigation.
- If carrier/network behavior is involved, Business Phone HQ opens or escalates the case with the applicable upstream provider using the available call identifiers and logs.
- Security, CPNI, fraud, or emergency-calling concerns are escalated to the applicable privacy/compliance or provider path rather than treated as ordinary feature support.
- Material incidents receive status updates at reasonable intervals while active and a resolution or next-action summary when stabilized.
4. Emergency situations
Business Phone HQ support is not a public-safety answering point. If someone needs emergency assistance, use a working emergency-calling service or another available method to contact local emergency services first. After immediate safety needs are addressed, report any Business Phone HQ E911 provisioning, routing, or location problem as a P1 case.
5. Security and privacy escalation
Suspected account compromise, unauthorized call routing, toll fraud, leaked credentials, or unauthorized CPNI access should be marked URGENT — SECURITY in the subject line. Business Phone HQ may temporarily restrict calling, reset access, revoke sessions, quarantine a number, or preserve logs while investigating.
6. Billing escalation
Billing disputes are reviewed against subscription status, processor events, plan pricing, usage records, credits, and carrier-reported activity. A billing case may be escalated to account operations or the payment provider when necessary. See the Billing, Cancellation & Refund Policy.
7. What support may ask for
- Affected business number and caller/called number
- Approximate call date, time, and time zone
- Call ID or dashboard record when available
- Screenshot or exact error message
- Expected routing destination or workflow result
- Whether the issue affects one caller, one number, or the entire account
Never send passwords, breeder/owner PINs, API secrets, private keys, or full payment-card information by email.
8. Service-level commitments
This public policy describes prioritization and escalation practices. It does not create a guaranteed uptime or response-time SLA. Any contractual SLA, service credit, or dedicated support commitment must be stated in a separate written agreement.