Version 2.0 · October 2026 · 6 min read

Service Levels

Our support hours, how we prioritise tickets, how fast we respond, and what we need from you to fix a fault quickly.

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CONTENTS · 10 SECTIONS

1. Before you raise a ticket

Many questions are answered in the Help Centre at voicepro.plus/support. Business and carrier customers can also do many tasks themselves through the portal and API, for example topping up a prepaid balance or changing the IP addresses on a trunk.

We also run a Community Slack, a set of channels where customers share information and where our team gives informal help. To join, raise a ticket and ask for an invitation. The Community Slack is not a support channel: faults must be raised as tickets so they are covered by the service levels below.

2. Support hours

All times are UK time. A P1 Urgent ticket raised at any hour pages our on-call team.

Office hours
Monday to Friday, 9am to 5pm, excluding UK public holidays.
Out of hours
Monday to Friday, 5pm to 10pm. Saturday, Sunday and UK public holidays, 9am to 10pm.
Overnight on call
P1 Urgent tickets are covered 24 hours a day, every day. Other priorities raised overnight are picked up the next working day.
Fraud and account security
Call +44 20 3769 8080 (option 4) or email security@voicepro.plus.

3. Priorities and response times

Choose a priority when you raise a ticket. A response means we have triaged the ticket and acted on it, which will normally include a reply. It is not a time to fix.

"Next working day" means by the end of the next UK working day.

P1 Urgent
All inbound numbers or all outbound calls have stopped, or you cannot reach our network or portal at all. Response: 30 minutes in office hours; 1 hour (on call, 24/7) out of hours.
P2 High
Some inbound numbers are failing, or outbound call failures are higher than normal. Response: 1 hour in office hours; next working day out of hours.
P3 Normal
Poor call quality, failures to one destination, or the portal or API is not working for you. Response: 2 hours in office hours; next working day out of hours.
P4 Low
IP address changes, billing or account questions, and general enquiries. Response: 1 working day in office hours; next working day out of hours.

4. When P1 Urgent applies

P1 Urgent applies only when all of the following are true: your account has no overdue invoices and enough prepaid credit; your equipment is configured as set out in our interop guide; and the issue is not already a known incident on our status page at voicepro.plus/status.

Your contract with us may allow P1 for other cases. Where it does, the contract applies.

We may reclassify a ticket to the correct priority. Please consider any use of P1 carefully: repeated incorrect use may lead us to review the support arrangements on your account.

5. Severity definitions

The examples above are not exhaustive. Where an issue is not listed, we assess its priority against these definitions.

P1 Urgent
Any service failure that causes the cessation of the customer operations or prevents all customer end users at multiple locations from operating. Any service failure resulting in the customer being unable to manage real-time operations. Any service failure that carries significant financial impact or reputational damage to the customer.
P2 High
Any service failure that negatively impacts, or limits the ability of, the customer operations or prevents all customer end users at a single location from operating. Any service failure that negatively impacts, or limits the ability of, the customer to manage real-time operations. Any service failure that carries moderate financial impact or reputational damage to the customer.
P3 Normal
Any service failure that negatively impacts, or limits the ability of, a single customer end user to conduct operations, or prevents several customer end users from operating. Any intermittent failure causing a degraded or disrupted service that impacts the customer's ability to manage real-time operations. Any service failure that carries low financial impact or reputational damage to the customer.
P4 Low
Any intermittent service failure causing a degraded or disrupted service that does not impact on the customer's ability to manage real-time operations. Any query or request for information related to the service or a service failure. Any service failure that would carry no financial impact or reputational damage to the customer.

6. How to raise a ticket

Raise tickets through the Help Centre at voicepro.plus/support/tickets. It is hosted separately from our voice network, so it stays reachable during a network fault. You choose the priority and get a ticket reference straight away.

You can also email support@voicepro.plus. Tickets sent by email are always handled as P3 Normal, whatever they say. If your issue is P1 or P2, raise it through the Help Centre so it gets the faster response.

In office hours you can call +44 20 3769 8080 to discuss a new or existing ticket. We may log a new ticket for you on the call, but this is not guaranteed.

Please quote your ticket reference in the subject of every related message, and keep to one ticket per issue. We cannot guarantee a response to issues raised any other way, for example by messaging individual staff directly.

7. What happens next

After triage we reply with the fix, the help we need from you, or an update with an estimated time to resolve where we can give one.

During a major incident we post updates on voicepro.plus/status, and email everyone subscribed to it, instead of replying to each ticket individually, and pick up related tickets as soon as practicable.

When we consider an issue resolved we tell you. Please test and let us know everything is working. If we do not hear back, we close the ticket. Replying to a resolved ticket reopens it.

The resolved email asks you to rate how we handled the request. It takes a few seconds and it helps us a great deal.

If first-line support cannot resolve an issue, we escalate it within our organisation.

8. Maintenance and upgrades

We aim to keep disruption from maintenance to a minimum and to give notice on voicepro.plus/status wherever we can. Emergency work may sometimes happen without notice.

To get incident and maintenance notices by email, enter your address under "Get updates by email" on the status page and confirm the link we send you. Every notice has a link to unsubscribe.

9. Reporting a fault: what we need from you

The more detail you give us, the faster we can recreate the fault and fix it. Please send as much of the following as you can.

Check first
Your account has enough balance. Your routing configuration has no errors. You are sending a valid CLI (caller ID) in the correct format.
Call and voice faults
A SIP trace or PCAP of a failing call. For at least three example calls: the date and time (say whether UTC or UK time), the CLI presented, the number dialled and the SIP response you received. Your trunk or account ID, the IP address you sent from, roughly how many calls are affected and when it started.
Portal and API faults
Screenshots, error codes or the full API response, and the endpoint and time of the request.

10. Consumer customers

The response times above apply to business, carrier and enterprise customers. Consumer support requests do not carry contractual service levels, but they are triaged and answered in the same priority order, with urgent issues such as suspected fraud or a loss of service handled first.

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