Customer Support

Our support team is available 24 hours a day.

Monitoring and outages

We proactively monitor our network and customer circuits for outages or disruptions. Please let us know promptly of events that interrupt your connectivity like power cuts.

We do not monitor the content of the traffic within our network.

If we encounter an issue that impacts a single or small subset of customers, we contact them directly and open a support ticket. For more information, see our KB24102401.

If an issue is more widespread, we notify our customers of the situation and any related updates through: https://status.vorboss.net

Our support team is comprised of Tier 2 network support engineers and have a clear 24/7 escalation path for issues that require additional oversight.

Scheduled customer maintenance

In the event of scheduled maintenance or downtime affecting your Vorboss equipment, for example reorganising your comms room, please let us know by submitting a ticket through our support portal at least 24 hours prior to the planned outage.

Failure to notify us may result in us treating it as a service outage, prompting us to contact you and raise an incident.

Response times

We aim to fix outages within five hours, and you can expect responses to most requests within 30 minutes.