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Support
Vencom offers three levels of support in resolving communications problems; Major Emergency, Emergency and General. For standard programming questions on resetting the voicemail password and clock, see the Frequently Asked Questions for step-by-step-instructions.
 
——Major Emergency Support

For Major Emergency Support, please call our Toll Free number: (800) 848-8362
• 2-hour response time
• 24 x 7 x 365

Problems, that qualify as a Major Emergency include:

• Major Outages (loss of more than 20% of the available resources)
• Loss of any of the system's essential components or peripherals (voicemail or other
 —similar resources)
• Loss of incoming telephone lines
——Emergency Support

For Emergency Support, please call our Toll Free number: (800) 848-8362
• 4-hour response time
• 24 x 7 x 365

Problems, that qualify as an Emergency include:

• Support requests received after 12:00 pm during business hours and customer needs
 —same day service
——General Emergency Support

For General Support, please complete the Work Order or call our Toll Free number at (800) 848-8362.

• 2-hour minimum work order (1-hour for MASM Customers)
• 24-hour response time during business hours

Work that qualifies as a General Support includes:

• Moves, Adds, Changes
• System (re) programming
• Software Upgrades