Support Desk
Our support desk can assist customers with both critical (i.e., Internet hard down, phone system offline) and non-critical items alike. The NEWT Support phone lines can be reached by calling 611 from any NEWT phone or by calling us toll free at 1-877-777-7118 or by emailing newtsupport@fibernetics.ca.
Our Technical Support Specialists can diagnose, and remedy concerns related to services provided by NEWT relating to your NEWT Business Phone solution and/or NEWT provided Internet connectivity services. We do not support your internal network or other network hardware not supplied by us (routers, switches, printers, cabling, etc.). If the problem is determined to be an issue not related to NEWT provided equipment or services, then we will liaise with your IT support group, or recommend an approved network support organization in your area.
Hours of Operation
The support desk is manned during standard business support hours: Monday to Friday 9:00 a.m. to 5:00 p.m. EST, excluding holidays.
Please follow the automated attendant prompts to be directed to the appropriate team for your inquiry. When calling, please be prepared to provide your business phone number, email, contact information as well as associated account name or number.
Only those persons with pre-authorization are permitted to request information about or make changes to any account or its associated services. During periods of high call volumes, your call may be redirected to an overflow message center. In such a case, you will be provided with an option to leave a voicemail message for call back.
24/7 Critical Issues Support
Critical Issues are defined as a complete inability to place / receive calls or an Internet connection failure or severe service impacting issue.
Our 611/1-877-777-7118 numbers are re-routed to our after-hours message center for emergency outage situations only. When you reach our operator, please request a call back from an on-call Technical Support Specialist. Our on-call Technical Support Specialist is targeted to return your call within 30 minutes unless otherwise communicated. If there is a service impacting issue for multiple customers, call back timelines may be extended.
After hours non-emergency calls will be scheduled for customer call back the next business day. The following information will need to be included in your voice message: Company name, business telephone number, your name, title, call back number, extension, the time and nature of the issue.
Email Support
The NEWT Support email (newtsupport@fibernetics.ca) will be responded to during standard business support hours: Monday to Friday 9:00 a.m. to 5:00 p.m. EST, excluding holidays. Please allow up to one business day for response to email inquiries.
It is recommended that email only be used for non-critical items such as PBX settings change, feature inquiries, etc. Providing our teams with as much detail as possible can cut response times and investigation efforts down considerably. We recommend providing at minimum:
Subject Line: Company Name - brief description of issue
Body: full description of the nature of your inquiry, your name, title, and desired call back number.
Escalation Process
The NEWT support desk will proactively escalate events on your behalf. If you are not receiving timely or professional support, please request escalation to the Help Desk Manager at 1-877-777-7118 x 709.
Service performance issues may occasionally be caused by items outside of NEWT’s control such as excessive traffic on your internal network, viruses, bit torrent sessions, excessive usage due to legitimate business applications, or applications such as audio or video streaming. For this reason, some concerns may be difficult to diagnose without assistance from your qualified IT staff or contracted IT company.
On-Site Support
NEWT does not include on-site support as part of our service offerings (unless otherwise stated in your contract). If on-site support is required, this can be requested on a per case basis directly through NEWT or one of our certified Integration Partners and will be quoted and billed on a time and materials basis at time of support.