Support & Escalation Procedures

Create New Support Ticket
Opening a ticket in one of three ways will route your message to our Commio network operations center supporting our voice and text messaging solutions.

  1. Email and include details of your issue (call examples, etc.)
  2. Access to access Commio’s Zendesk and open a new ticket.
  3. In the platform, navigate to the top-right corner and click the small ticket icon.

Support Hours

Active Support                                      Escalation Support (Hard Down)
Monday-Thursday                                 Monday-Thursday
7AM - 10PM ET (6AM - 7PM PT)            10PM - 9AM ET (7PM - 6AM PT)

Friday                                                  Friday-Sunday
7AM -  9PM ET (6AM - 6PM PT)           9PM ET (6PM PT) - Mon. 9AM ET (6AM PT)

Saturday & Sunday
Tickets monitored from 9AM - 9PM ET (6AM - 6PM PT).

Support Escalations
Submit a ticket, or call: (877) 506-0747
Legacy teli platform users: (844) 411-1111

During on-call hours the voicemail will be checked periodically; leave a voicemail to receive a call back as soon as possible.

Do NOT reply to an old ticket if you need immediate attention on your issue. Send a NEW email to for the on-call technician to be alerted. You may also request an escalation from the technician working on your existing trouble ticket.

After Hours & Weekend Hard Down Support


If you use the contact methods below and are NOT down hard, additional charges will apply.

Level 1 Escalation

(877) 506-0747 or
(919) 890-0000 Option 8

Rings the on-call engineer. Please leave a voicemail if the phone is not answered right away and we will return the call immediately.

Level 2 Escalation
Eric Ray
Network Operations Manager
(877) 506-0747 or
(919) 890-0000 ext. 191


Get Maintenance Alerts & Updates

To receive live text alerts and monitor our work, we suggest you bookmark and sign up using our status page

To get email alerts ahead of maintenance windows, and add additional team members to our technical updates email list, click here.


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