Our RightFax support team currently supports over 800 RightFax environments across the country. Too many businesses and organizations have had frustrating experiences with support providers, that’s why they now rely on our team to provide optimal support for their servers.
Before making the switch to a new support provider, businesses always have a few questions. Below are some of the most common questions people ask.
What Support Options Are There?
To best customize the appropriate level of support for your business, we offer four different support packages: Silver, Extended, Platinum and Platinum Plus. Each level builds on the level below it, offering you more options to better protect your server.
See the complete details for our RightFax Support plans here.
What are the Options for Submitting Support Tickets?
There are a few ways to submit support tickets:
- Login to our online support portal at support.thefaxguys.com
- Send an email to firstname.lastname@example.org
- If you have a Platinum Plan, you can call the private phone number we provide you with
Tickets will be assigned one of the following priorities: low, medium, high, or urgent.
Is Your Support 24×7?
That depends on the support plan that you choose. Even at the lowest level of support, you will receive live support from 8AM – 5PM in your time zone. We have support locations across the country and work on your hours, not ours.
Tickets may be submitted at any time, but only higher levels of support will grant you emergency fax support 24x7x365. That’s right, every single day of the year. This support is for urgent issues that severely impact your fax server. When you sign up for this level of support, we will provide your business with a phone just for you to call.
How Long Do Customers Normally Wait for Support?
Our support team is fast, but we can’t guarantee an immediate response. All our support incidents are based on urgency. If your fax server is experiencing a severe incident, you will be moved to the front of the line. Lesser issues may take some time to get a response.
If you are worried about the level of support and speed of service you will receive, take comfort in knowing that we are the #1 RightFax Support Provider in North America and have been named as a RightFax Platinum Support Partner as well as Partner of the Year 7 times! We care for your fax server and your business, and our reputation in the industry speaks volumes.
Get the Support You Need, When You Need It
Need support for your RightFax server? Our support team has over 100 cumulative years of RightFax experience and hold the highest levels of OpenText technical certification. Get in touch with The Fax Guys today to talk about your support needs.