Fortis Telecom Service and Support Policy
Our general support hours are Monday to Friday, 8:00am to 5:00pm Pacific Standard Time.
The fastest manner in which to get support is to open a trouble ticket by sending an email to firstname.lastname@example.org. This automatically creates and routes a ticket to the next available technician.
You may also call us directly at 916-235-4200 option 2
Response Time Policy
Once a support ticket has been opened, you will be notified by email and a technician will be assigned to your ticket. Critical issues such as service interruptions are addressed as priorities. All other support tickets are typically addressed within 24 hours.
Service Call Policy
There is no charge as long as the issue lies with our equipment – the radio or our router. Typically, our support team can remotely determine if the problem lies with Fortis’ equipment or that of the customer. If a service call charge is likely, we will always notify you in advance.
Non-emergency – response time is within 2 business days.
$150 for the first hour
$125 for each additional hour
Emergency – response time is 4 hours local to EDH:
$200 per hour
What Our Support Service Covers
We support our ProLinePBX and ProConnect services. We also support switches and routers purchased from Fortis Telecom. Our Support Service includes assistance with installations, configuration and use.
To ensure maximum speeds and a consistent, quality connection for all, each Fortis Telecom customer agrees to adhere to an Acceptable Use Policy.
Our flagship hosted VoIP service delivering HD voice and advanced PBX features such as call routing, voicemail to email and call reporting. Before installation, we can help you ensure your office is properly setup with the minimum requirements for VoIP service:
- A business class internet connection.
- Proper wiring to each phone.
- Existing network hardware must be VoIP ready.
What Our Support Service Doesn’t Cover
Our Support Service does not cover issues related to:
- Your internet service provider
- Configuration of network devices such as firewalls, email servers or printers
- Performance problems with your local area network such as viruses
- Inappropriate usage such as video streaming, video cameras, etc.
Our support team can work with you to diagnose the nature of the problem and let you know if it requires you contact your local IT resource to resolve.