24/7 Technical Support
Engineer-staffed support for configuration, interop, quality and integration questions — every hour of every day. Tickets are worked to resolution, with escalation paths defined in your agreement.
Support Center
Support that works the way networks do: around the clock.
Vireon customers are businesses whose own customers are affected when communications fail. Our support structure is built for that reality — 24/7, engineer-staffed, incident-driven.
Network Operations Centre
The NOC monitors routes, trunks and platform health continuously, works incidents with downstream partners, and proactively notifies affected customers. NOC status updates are provided through your agreed notification channels.
Account & Commercial Support
Rate card questions, billing reconciliation, service changes and growth planning are handled by your account team during business hours, with clear response expectations.
Self-Service
Documentation & resources
Customer documentation is provided with your account credentials. The areas below are available to active customers.
Service Documentation
Configuration guides for SIP trunking, DIDs, PBX and messaging services.
API Documentation
Endpoint references, authentication and webhook guides for developers.
Troubleshooting Guides
Step-by-step diagnostics for common voice and messaging issues.
Onboarding Materials
Technical questionnaires, interop checklists and go-live guides.
Before You Open a Ticket
Troubleshooting basics that speed everything up
Call quality issue on specific destinations
Capture example call details — timestamps, A/B numbers, destination and observed symptom (one-way audio, low ASR, dead air). Destination-specific examples let the NOC trace the exact route and act immediately.
SMS delivery problems
Note message IDs, destinations, sender ID used and the time window. Distinguish "not delivered" from "delivered late" — the diagnosis differs, and both are traceable from message IDs.
Trunk registration or connectivity failures
Confirm your source IPs haven't changed, check firewall rules for SIP/RTP ranges, and capture any SIP error responses. Include a trace if you can — it usually turns a diagnosis into a fix.
Billing or CDR questions
Reference the invoice line and the CDR window in question. Your account team reconciles against the same CDRs you can access, so specific examples resolve fastest.
Contact Support
Reach the right team directly
Technical Support
Configuration, integration and service questions. Available 24/7 for active customers.
Tech@vireontelecom.comNetwork Operations
Live service incidents, route quality emergencies and escalations. Monitored around the clock.
Tech@vireontelecom.comSales & Billing
New services, rate cards and commercial questions; invoices and payments via billing.
JJ@vireontelecom.comBilling@vireontelecom.com
Customers with an active agreement also receive direct escalation contacts and any applicable phone bridge details during onboarding.
Not yet a customer?
Talk to sales about services, coverage and how support works once you're onboard.