Support & delivery
Support that answers, engineering that ships, research that keeps us learning
Technical support on email, chat and phone around the clock with a clear escalation path, products built in Agile sprints, and an R&D team that keeps learning so your platform keeps improving.
Technical support
Reach us the way that suits you
Help center ticket
Log and track every issue with a ticket number and full history.
Open the help center →Escalation matrix
Every issue has an owner at every level
If an issue isn't resolved at one level, it moves up with its full history, so you never repeat yourself.
| Level | Team | Handles | How it reaches them |
|---|---|---|---|
| L1 | Support desk | Logs the ticket, confirms impact, resolves known issues and how-to questions. | Help center, email, chat, phone |
| L2 | Technical support engineers | Configuration, API errors, message delivery and call quality issues. | Escalated from L1 with full ticket history |
| L3 | Platform & infrastructure engineering | Outages, operator route faults, and defects that need a code fix. | Escalated from L2; on call 24/7 for critical issues |
| L4 | Account management & leadership | Business-critical or unresolved issues and SLA breaches. | Your named contact (Growth) or technical account manager (Scale) |
Severity levels
Response and resolution times follow the SLA in your subscription.
Service down or most traffic failing.
Major feature degraded, workaround limited.
Partial issue with a workaround.
Questions, requests and minor issues.
Development
Agile planning, sprint delivery
Roadmaps move in short, prioritised cycles, so partners and clients see steady, predictable releases.
| Stage | What happens |
|---|---|
| 1. Plan | Backlog prioritised with product, sales and customer input. |
| 2. Sprint | Fixed sprint cycles with agreed scope and daily stand-ups. |
| 3. Test | Functional, regression and load testing on every release. |
| 4. Release | Staged rollout with monitoring and rollback ready. |
| 5. Review | Sprint review and retrospective feed the next plan. |
Research & development
We research, test and learn continuously
Our R&D team works ahead of the roadmap: what we learn in research becomes features you can use.
Agentic AI
Voice and chat agents that switch channels, verify identity and act on your systems.
Messaging channels
WhatsApp, Google RCS and workflow builders for richer, cheaper customer conversations.
eSIM & connectivity
Provisioning, distribution and API models for travel and MVNO partners.
Network quality
Operator routing, failover and number hygiene that keep delivery rates high.
Questions
Support FAQ
Is Voxvalley support available 24/7?
Yes. Support runs 24 hours a day, 365 days a year; critical issues reach on-call engineering at any hour.
How do I contact Voxvalley technical support?
Raise a ticket in the help center or by email, chat with the team on WhatsApp or website chat, or call +91 87900 13737 or +91 87900 13636.
How are support issues escalated?
Through a four-level escalation matrix: support desk (L1), technical support engineers (L2), platform and infrastructure engineering (L3), and account management and leadership (L4).
How does Voxvalley develop its products?
With Agile planning and fixed sprint cycles; every release goes through functional, regression and load testing before production.
Talk to sales
Ready to carry traffic?
Tell us your use case, countries and monthly volume. We reply within one business day with pricing and a working demo.