Support

Customer service is the number one priority for Zubr Communications. Every single request made by our Customers is assigned a unique ticket number used to track all the internal work assignments and projects associated with the Customer's request. As the work progresses, the ticket is passed from one department to the next under the watchful eye of the ticketing system. No matter if the request is related to sales, provisioning customer notification or billing, a single unified tracking system is used to make sure that none of the requests are ever "lost". Finally, since the request cannot be "lost", our staff is proud to say that no ticket is ever closed without the underlying issue being resolved.

ZASE - Zubr All Seeing Eye

ZASE lets our managers see all tickets for their departments. The instant a ticket gets moved to the queue, Zubrcom's managers can immediately override, escalate or redirect actions based on specific customer requirements, or correct an erroneous approach to the problem, thus saving valuable time.

How to Obtain Support for Services Provided by Zubr Communications

Since Zubr Communications provides highly specialized mission critical solutions, customers receive individual instructions on accessing specialized support channels. Pleasec consult the instructions you have received upon the service delivery to activate your individual support channel.

Identifying Your Best Support Channel
1. If you are a Zubr Zaslon customer, please call Zaslon Rapid Response Center.
Why call Zaslon Rapid Response Center?
• Zaslon Rapid Response Center is equipped with the ability to better diagnose, analyse and respond to your issues.
2. If you have a dedicated toll free support number associated with your service, please use this number.
   Why should I use my toll free number?
   • Your dedicated toll free number links you directly to the group responsible for support of your project.
3. If you purchased your service via Zubr Value Added Reseller (VAR), please contact the reseller for your support.
   Why contact your Zubr VAR?
   • Your reseller has intimate knowledge of the service your purchased.
   • Some parts of the service can be provided by your reseller and not Zubr Communications.
4. Use standard Zubr Communications support channels.
   What are the standard channels that I can use?
   • Tel: +1-267-295-4705
   • AIM: zubrcom
   • Open a ticket via Web
   • Email your support request to support@zubrcom.net

Answers to Frequenty Asked Questions

We have tried to assemble the answers to the questions we hear most often and have made them available in the Frequenty Asked Questions sections. Please feel free to look for the answers there, or contact us and we would be happy to help you.