Technical support
Engineers on the other end, at every hour
Our network operations centre runs continuously with carrier-experienced engineers — not a first-line script queue. Every partner gets defined response targets and a direct escalation path.
24/7/365
NOC coverage
< 15 min
P1 response target
< 4 hrs
P2 response target
97%
First-contact resolution
Severity model
Clear definitions, committed response times
No ambiguity about what counts as an outage or how quickly someone qualified will pick it up.
| Severity | Definition | Response | Updates |
|---|---|---|---|
| P1 — Critical | Total loss of service or interconnect down | 15 minutes | Every 30 minutes |
| P2 — Major | Degraded quality affecting live traffic | 4 hours | Every 4 hours |
| P3 — Minor | Single destination or non-blocking issue | 1 business day | Daily |
| P4 — Request | Configuration, reporting or provisioning | 2 business days | On completion |
Scope of support
Beyond ticket triage
The same team that runs the network answers your escalations, so context never gets lost in translation.
- SIP and SMPP troubleshooting including PCAP analysis and signalling trace review.
- Proactive alerting on ASR, ACD and delivery-rate deviation before you notice it.
- Interconnect commissioning support during onboarding and capacity ramps.
- Scheduled maintenance notifications with defined windows and rollback plans.
- Quarterly service reviews covering quality trends, incidents and capacity planning.
- Fraud detection and rapid blocking for traffic pumping and Wangiri patterns.
NOC hotline
+44 20 7946 0111
Immediate P1 escalation, staffed continuously.
Support desk
noc@tasktelecom.com
Ticketed requests with SLA-tracked responses.
Account escalation
escalations@tasktelecom.com
Direct line to service management.
Need an escalation path today?
Existing partners can request an additional named contact or a bespoke SLA schedule.