Technical Support & System Resources
TotalConnect provides engineering-grade support for mission-critical telecom and alerting infrastructure. All support is managed through our dedicated ticketing portal, monitored 6:00 AM to 6:00 PM Pacific Time, with a typical response under 10 minutes and 95% of support calls resolved on first contact. Emergency after-hours support is available for life-safety and critical-infrastructure incidents.
How to Reach Us
- Support Email: automatically generates a tracked ticket
- Phone: 1-866-865-7510
- Ticketing System: Client Portal Integrated Tickets
- Sales & Upgrades: For general inquiries or expansion, use our contact form
Support Hours & Response Times
- Monitored Hours: 6:00 AM – 6:00 PM PT, Monday – Friday
- Typical Response Time: Under 10 minutes during monitored hours
- First-Contact Resolution: 95% of support tickets resolved on first contact
- After-Hours Support: Available for life-safety and critical-infrastructure emergencies
Support Queues & Diagnostics
- Dedicated Queues: Separate tracking for telecom technical issues, nursecall, and account inquiries so requests are never lost.
- Remote Diagnostics: Secure, remote sessions with Tier-3 engineers for real-time troubleshooting of network pathways and system performance.
- Resource Library: Direct access to technical manuals, phone guides, and setup documentation.
- Compliance & Audits: Support documentation for facility security logs and operational compliance standards.
FAQs
How do I submit a support request?
The fastest way is by emailing support@totalconnect.ca or opening a ticket in the portal. Every request is logged and routed directly to an engineer.
What qualifies as after-hours emergency support?
Emergency response is reserved for critical infrastructure failures, total system outages, or life-safety alerting issues outside of our standard 6:00 AM – 6:00 PM PT monitoring window. Routine administrative tasks or user additions are handled during business hours.
What Happens After You Submit a Ticket?
Once a support ticket number has been assigned, a dedicated TotalConnect staff member will review your request and follow up on a priority basis. All details regarding your support request are fully logged, providing transparency and ensuring continuity of service.
Have an Urgent Technical Issue?
Submit a ticket through our desk or contact our support line directly.
If you have an active ticket and require an immediate update or further assistance, you can call our support services directly. Please have your ticket number ready for faster service.
- Support Phone Number: +1-866-865-7510
- Support Email: automatically generates a tracked ticket
- Support Hours: 6:00 AM to 6:00 PM Pacific Standard Time
Key Aspects of Our Support Commitment:
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Rapid Resolution: We are dedicated to resolving your issues as quickly and efficiently as possible.
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Customer Satisfaction: Every support engagement is an opportunity for us to reinforce our commitment to your business and ensure your complete satisfaction.
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Adds, Moves, and Changes: Services such as adding new users, moving extensions, or making system changes are handled quickly and efficiently through our ticketing system and support staff.
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Extended Support: For businesses requiring continuous, proactive support, extended support options are available through our service contracts. Please contact one of our sales representatives for more details on how to secure comprehensive, ongoing support.
Important Information Regarding E911 Services
For your safety and compliance, please review our E911 services information. It is crucial to understand the capabilities and limitations of E911 when using VoIP services.