The Integrated Telecom Solutions, Inc. global customer support line is available 24-hours each day, seven days a week (24x7) to all customers and partners with active support agreements.

The procedures outlined here provide customers with a summary of how to contact our 24x7 support line. Our customers may call the support line for questions or to report problems with any deployed ITS solution.

To report a problem to the ITS 24x7 global support, please use one of the two following methods (email or phone):

Phone:

• If you can dial toll free USA numbers, call: +1 866 ITS-SUPT (+1 866-487-7878)
• If you are calling from outside the USA dial: +1 972-680-6809
• To aid in problem analysis, please follow-up your voice call with an e-mail with specific details of the problem to: its_support@2its.com.

Email:

• Send an e-mail to its_support@2its.com – When composing your email describe the issue that you are reporting (in detail); provide as much information as you can on the problem; state the severity level (Critical, Major, Minor); and most importantly, include your company name, your name, and your contact information (Telephone and E-mail address).

Upon receipt of your problem report, an ITS on-call engineer will reply to you to acknowledge receipt of the e-mail or phone call, will log the case, and will assign a case number. Our on-call engineer has access to all 2nd and 3rd level support engineers, and will facilitate the process of managing the case from this point on until the problem is solved and case is closed.

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