We are here to help you.
All issues (incidents) can be reported via our via our web form, via email or by phone. All contact methods will generate a ticket and be assigned to one of our many customer service agents.
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Business Technical Services |
Monday to Friday support@thinktel.ca |
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Business Customer Care |
Monday to Friday billing@thinktel.ca |
- Lower severity issues (P3 & P4) reported after 8:00 PM ET Monday to Friday and Weekends will be addressed the next business day, this includes updates on existing tickets.
- All urgent issues (P1 & P2) must be reported via phone call to our Business Technical Services toll free number below.
When reporting an issue, please ensure that the following information is provided:
- Account Name/Number:
- Name of person reporting the issue:
- Affected Service(s) with details:
- When the issue started:
- What testing has been done so far:
| Severity | Name | Description | Affected |
| P1 | High | High Impact: Critical Service issue is a failure of a device or service e making critical functionality inaccessible o or a complete network interruption affecting all users and locations with severe business or financial impact (i.e. fixed as soon as possible). | Everyone |
| P2 | Minor |
Low Impact: Minor service issue is a failure of a device or service identified by the customer as less critical requiring a less urgent incident response (i.e.,must be fixed by the next business day). |
Department, Office/Location |
| P3 | Warning | Potential Impact: Warning service issue is the degraded performance of a device or service that needs to be resolved due to its repeated nature but not business impacting. This type of failure if not addressed could become P2 or P1 in the future. In most cases a work around is available. | A team or group of users |
| P3 | Low | No Impact: Application or personal procedure is not functioning properly, but there is a workaround available or a repair can be done. | Individual user issue |
If you have an outstanding issue, please get in touch with us by calling the numbers above to resolve your concern.
We are committed to customer satisfaction, and we encourage feedback to improve our service. If you've tried unsuccessfully to resolve a concern directly with ThinkTel, view further options.