Description: As an Ooma Enterprise AirDial Customer we want you to receive the best possible support experience. For any issues, questions or change requests, please refer to this guide for everything you need to know to effectively engage our support and operations teams to assist.
Business Hours Support:
Monday to Friday, 8AM to 8PM EST
All non-service impacting requests will be addressed within our regular business hours in accordance with our response time SLAs. If a non-service impacting request has been received outside of business hours, this will be triaged on the next business day by our support team.
Please visit the AirDial Help Center for solutions to common questions.
After Hours Support:
Our support team is available 24/7 for service impacting issues*.
If you are experiencing a major service impacting issue at any time of day, please submit a ticket via support.oomaenterprise.com and make sure to select Urgent as the priority. Doing so will immediately trigger an escalation to the relevant team member to triage and assist with your issue. You can also send an email to enterprisesupport@ooma.com with the word URGENT or EMERGENCY in the email’s subject line to trigger an escalation.
Please subscribe to our status page and you will be alerted in the event of a widespread outage: https://status.oomaenterprise.com/
*An example of a major service impacting issue would be all lines going down.
When reporting an issue:
- Account name
- The AirDial's MAC address or MyxID
- The phone number(s) experiencing an issue
- Approximate time issue occurred and was reported
- How often is it happening?
- All troubleshooting steps taken prior to escalating
How to submit a ticket:
Using the Ooma Enterprise Support Portal:
This is the best way is to submit a ticket. Using our support portal allows you to set the priority of the ticket, view its status, and see all updates in one place.
- Click Login or, if you’re new to Ooma, click Sign Up.
a. If signing up for the first time, you will get an activation link sent to your email. - Once logged in, click the +New Support Ticket link, fill in your email, and copy anyone that needs to be notified of the issue as well.
- Select your request type and provide a detailed description of your issue/question.
- Select your priority and click Submit.
a. Urgent priority should be used for major service impacting issues only. - Afterwards, you'll be able to keep track of your ticket's status. You will also receive any updates via email.
All replies will be delivered back via email. You can send us an email at the above address at any time.
Billing Questions:
Using the Ooma Enterprise Support Portal:
The best way to submit a billing question ticket is to use the support portal and select Billing for the type of ticket.
Visit us at: support.oomaenterprise.com
Via Email: AR@ooma.com
Via Phone: +1-866-688-6662
Please select option 3 from the menu to reach our billing team.
View invoices and set up auto-pay:
You can access your invoices and/or set up auto-pay using the ‘StoreFront’. Once logged in, you can set up auto-pay by clicking on My Account and select Auto/Scheduled Payment Setup.
If you already have access to StoreFront, please login at https://services.ooma.com/
If you don’t have access to StoreFront or are unsure if you do, please contact the billing team to request access.
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