Customer Support Program

The NetNumber technical support team provides 24x7x365 2nd and 3rd line technical support services to production TITAN customers on a global basis from our headquarters office. NetNumber is committed to providing our customers with the highest level of support (in English) within the following guidelines.

Phone Support:

Phone Support is available 24x7 for High and Medium severity requests by calling:

• US Domestic: 1-888-457-0231
• International: 1-306-564-2901

High Severity Support Request:

Software defect, hardware or service problem that causes complete loss of operation and transactions cannot reasonably continue in a production environment.

Medium Severity Support Request:

Software defect, hardware or service problem that causes some loss of functionality in a production environment; however, limited operations can continue until a solution is found.

Low Severity Support Request:

Software defect, hardware or service problem that affects a small portion of the overall system and results in an operational inconvenience, all lab environment problems, general technical product questions, documentation inquiries and administration services such as billing.

Email Support:

Email Support is available 8:30AM to 5:00PM Eastern Time, Mon-Fri for Low Severity requests by  

Customer Portal:

The NetNumber Customer Portal is available 24x7 for all severity incidents. On-line customer portal services include:

• Submit tickets to report incidents or request change.
• Add comments and other information to existing tickets.
• View ticket status, details and resolution.
• Attach supporting files to the ticket.
• Update personal contact information.
• View documents specific to their company.
• View News posted by NetNumber.
• Generate a summary report of tickets.
• Online product and support documentation.