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| If you are experiencing a high degree of anomalies, disruptions that maybe hard to explain, or need immediate assistance, it might be best to call in your support request to ensure the issue is being communicated as clear as possible for the fastest resolution. |
Email Support
We strive to handle support requests as soon as possible during operational hours. You should receive a response message within 1 hour of sending a request via email, although there is no time guaranteed and it will likely be significantly sooner.
How to open a support ticket
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- Once you have selected the department you wish to send your request to, create a subject line briefly but uniquely, containing the nature of the support needed.
Compile your message being as detailed descriptive as possible, ensuring clarity in your message while being concise.
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| You have the option to add a file if you need it, file types are only accepted as .jpg, .gif, .jpeg, .png, .pdf, .doc, .docx, .xls, .xlsx, .tiff, .wav, .mp3, .zip, .csv any other type of attachment will not be viewed. |
- Once you are done creating your new ticket, select Submit at the bottom of the page.
- Please check your email for a reply.
Phone Support
Telephone support is available during operating hours at 1-888-MELOTEL (635-6835), 416-479-0993, or dialing 611 from any of our MeloTel issued telephones. All calls will be answered by a live person usually within eight seconds of calling.
All calls after hours will be directed to a voicemail where you can leave a message providing as much details of the issue you are experiencing. These messages will be listened to and will only receive a response if the matter requires urgent attention. If you are reporting an issue that is effecting our services as a whole, please monitor www.status.melotel.com for updates.
Chat Support
If you need to contact a representative from MeloTel during operating hours please go to www.melotel.com
With out scrolling, when the page is loaded you will see on the bottom right hand corner
When you click on this you will be prompted to enter some basic information about yourself.
After you enter your information, select Start Chat
You will then be able to discuss with a live agent during business hours.
Any chats that are opened outside of business hours, a representative will contact you when business hours resume.
Alternative Communication
At MeloTel we are committed to providing speedy service, this is why we make ourselves so accessible to our clients, providing them with many other alternative forms of communication. These alternatives should only be used for emergency situations. If deemed non-emergent you will be will be redirected to open a support request using a formal channel listed above. These informal ways include Slack requests, walk-ins, telephone calls not calling the mainline and direct emails to representatives. This is for procedural and record keeping reasons.
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