Assistance · GLOBAL CS

Support & Assistance
Your success is our top priority.

Multilingual technical support, knowledge base, online tickets, dedicated hotline. SLAs guaranteed contractually by criticality level.

<1h
P1 response
24/7
Emergency hotline
98%
Same-day resolution rate
4
Countries covered
Open a ticket → View channels
Service status● All systems operational
UC&C Platform
Operational
Contact center
Operational
WhatsApp API
Operational
Customer portal
Maintenance 11pm–1am
Support channels

Choose your contact method.

Available by phone, email, ticket and chat depending on the criticality of your request.

Emergencies 📞
24/7 Hotline
For critical P1 incidents — total outage, security breach. Response guaranteed in under 1 hour.
DIRECT NUMBERS
🇨🇦 +1 514 418 2238
🇫🇷 +33 177 625 028
🇧🇫 +226 2543 9110
Call now
Recommended 🎫
Online ticket
Full traceability, history and attachments. P2/P3 priority — response within 4 hours during business hours.
HOURS
Mon–Fri 8am–6pm
Sat 9am–1pm
Emergencies: 24/7
Open a ticket
✉️
Email support
For non-urgent requests, training inquiries, additional license quotes and administrative questions.
ADDRESSES
Send an email
Service commitments

SLAs guaranteed contractually.

Priority levels P1 to P4 with defined response and resolution times, measured monthly.

Priority Description Examples Initial response Target resolution
P1 — Critical Total service outage UC&C platform unreachable, contact center offline, data loss < 1 hour 4 hours
P2 — Major Significant degradation WhatsApp channel offline, CRM inaccessible, slowdown > 30% < 4 hours 24 hours
P3 — Moderate Degraded feature Missing report, partial integration, non-blocking bug on secondary module < 8 hours 72 hours
P4 — Minor Question / improvement Usage question, training request, improvement suggestion, documentation < 24 hours 5 business days
Open a ticket

Describe your issue.
We'll take it on within 4 hours.

Before opening a ticket

Check our knowledge base first — 80% of questions are already answered there.

Premium Support
Dedicated engineer

Premium account: named engineer assigned, direct access without a ticket, monthly review.

Request a premium support quote →
Frequently asked questions

Quick answers to common questions.

How do I reset the administration portal password?
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Go to your administration portal → ⚙️ Menu → Security → Reset. A link will be sent to the administrator email address. If you no longer have access to that email, open a P2 ticket with a form of ID and we will carry out an identity verification.
Are IP phone firmware updates applied automatically?
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Yes. Firmware updates (U-Series phones, SIP-U, WiFi SIP) are deployed automatically via FoTA (Firmware over-the-Air) configured on your IMAGINE server. You can choose the deployment window (e.g. Sunday 2am–4am) in the administration portal → Hardware → Update policy.
My WhatsApp Business API integration shows "Session expired". What should I do?
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This message means the WhatsApp access token needs to be refreshed. In the GLOBAL CS portal → Integrations → WhatsApp → click "Renew authorization". If the issue persists after renewal, check that the WhatsApp number is validated in Meta Business Manager (status "Active"). If in doubt, open a P2 ticket.
How do I add a new user to the UC&C platform?
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Administration → Users → + Add user. Fill in: name, professional email, assigned phone extension, permissions profile (Agent, Supervisor, Admin). The user will receive their credentials by email and can connect immediately via softphone, webphone or assigned IP phone.
Can I increase the number of licenses mid-contract?
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Yes, licenses can be scaled up at any time. Contact your account manager or send an email to [email protected] with the number of licenses required. Billing is pro-rated for the remaining time on your contract period. New licenses are activated within 24 hours.
How do I back up the IMAGINE server configuration before an update?
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In the administration portal → System → Backups → Create a manual backup. The configuration file (including dialplan, users, queues, IVR) can be downloaded as a .tar.gz archive. We recommend setting up a weekly automatic backup (configurable under System → Backup scheduling).
A team at your service

Your issue isn't listed? We're here.

Our multilingual support team (French, English, Arabic) is available Monday to Friday 8am–6pm and 24/7 for P1 emergencies.

Open a ticket → Call +1 514 418 2238