Customer Support Details Guide
This Customer Support Details (CSD) guide outlines NEWT’s standard engagement and support processes for NEWT Managed PBX (“VOICE” or “PBX”) and NEWT-provided connectivity services (“DATA”) business customers.
Support Desk
NEWT Support can assist with service incidents and service requests related to NEWT-managed voice services, including PBX/platform availability, call routing and user experience configuration, NEWT desktop/mobile applications, and device provisioning within NEWT scope. Where voice service is impacted by internet connectivity, NEWT Support will troubleshoot and coordinate restoration when the circuit is provided and managed by NEWT/Fibernetics. If the customer uses a third-party ISP circuit, NEWT Support will provide technical findings and recommended next steps, and the customer is responsible for engaging their ISP for remediation.
NEWT Support does not directly own or support customer-managed LAN/Wi-Fi design, internal cabling, endpoint operating systems/software, or non-NEWT third-party applications, unless explicitly contracted. When an issue is outside NEWT scope, NEWT Support will document evidence, advise recommended next actions, and coordinate with the customer’s IT support group or VAR as required.
Internet Circuit Responsibility
If your internet circuit is provided and managed by NEWT/Fibernetics, NEWT Support will coordinate restoration activities for service-impacting outages. If your internet circuit is provided by a third-party ISP, you are responsible for opening and managing the Incumbent Service Provider trouble ticket; NEWT Support will provide technical diagnostics and evidence to support your ISP escalation.
Call In Support
The NEWT Support phone lines can be reached by calling 611 from any NEWT PBX phone or by calling toll free at 1-877-777-7118.
Business Hours (ET): Monday to Friday 08:00 a.m. to 5:00 p.m. ET (America/Toronto), excluding holidays.
When contacting Support, please be prepared to provide your business phone number, email, contact information, and the associated account name or number. Only individuals 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 have the option to leave a voicemail for callback.
To help us restore service faster, please be ready to provide (if applicable):
Company name and site/location affected
Best callback number and time window (include timezone if not ET)
Number of users impacted (single user / multiple users / entire site)
Whether users are connected via wired Ethernet, Wi-Fi, or LTE
What is failing (inbound calls, outbound calls, voicemail, desktop/mobile app, call quality)
When it last worked correctly (last known good time)
Any workaround attempted (call forwarding and/or mobile app) and the result
For call failures/quality: example calling/called numbers and timestamps
Emergency After-Hours Support (24/7)
Outside of business hours, NEWT’s support line is routed to an after-hours message center for emergency service-impacting situations. When you reach the operator, request a callback from the on-call Technical Support Specialist.
Emergency situations include:
Complete inability for multiple users or an entire site to place and/or receive calls
PBX/voice service unavailable at a site
Safety, regulatory, or emergency-calling (E911) concerns
Site-wide connectivity outage impacting voice service when the circuit is provided/managed by NEWT/Fibernetics
Non-emergency after-hours requests (for example: single-user issues, configuration questions, greeting changes, training requests, minor call-flow changes) are typically scheduled for callback during the next business day.
Callback timing: The on-call Technical Support Specialist is targeted to return emergency callbacks within 30 minutes, unless otherwise communicated. If there is a service-impacting issue affecting multiple customers, callback timelines may be extended.
Required voicemail details (after-hours):
Company name, business telephone number, your name and title, callback number and extension, the time the issue began (approximate), and a brief description of the problem (for example: “inbound calls failing for entire site”).
Email Support
The NEWT Support email address is newtsupport@fibernetics.ca.
Business Hours (ET): Monday to Friday 08:00 a.m. to 5:00 p.m. ET (America/Toronto), excluding holidays.
Email is recommended for non-urgent service requests and non-critical issues, such as PBX settings changes, feature inquiries, call-flow changes, MAC-related questions, and general support inquiries.
Important: If you are experiencing a service outage or a service-impacting issue affecting multiple users (for example: inability to place/receive calls, site-wide failures, major degradation), please call 1-877-777-7118 rather than relying on email.
Response expectations: Please allow up to one business day for response to non-critical email inquiries during business hours. Providing detailed information helps reduce investigation time. We recommend including:
Subject line: company name + brief description
Body: full description of the issue/request, site/location affected, your name/title, best callback number and time window, impact scope (single/multiple/site), wired vs Wi-Fi (if known), last known good time, and any workaround attempted (forwarding/mobile app) with the result.
Escalation Process
NEWT Support will escalate service-impacting incidents internally as required to engage the appropriate technical resources for restoration.
If you are not receiving timely or professional support, you may request escalation to the Help Desk Manager at 1-877-777-7118 x 709 during business hours. For active service-impacting incidents, escalation may be handled by a duty supervisor/incident lead to coordinate restoration activities.
Service performance issues may occasionally be caused by items outside of NEWT’s control, such as customer-managed LAN/Wi-Fi conditions, internal network congestion, endpoint issues, malware/viruses, or high-bandwidth applications (for example: streaming, large transfers). In these situations, NEWT Support will provide technical findings and recommended next actions and may coordinate with your qualified IT staff, contracted IT company, or VAR.
On-Site Support
NEWT does not include on-site support as part of standard service offerings (unless otherwise stated in your contract). If on-site support is required, it 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.
NEWT reserves the right to update, modify, or replace this document, and any processes described within it, at any time. In the event of a conflict between this customer guide and NEWT’s internal operational procedures, NEWT will follow its internal operational procedures for service restoration, triage, and escalation.
CSD Guide v8.1 | Last Updated: 2026-02-09