How do i contact Support?

How does a Timus Partner get support? get help?

We have a wealth of ways to answer your questions or solve your issues. You can use our brand-new help center, submit a ticket in the help portal, email your issues, or chat with us.

Support Hours

Regular Support: Mon - Friday, 8:00 am EST - 5 pm EST

Chat Support: Mon - Friday, 9:00 am EST - 5 pm EST

Severity 1 Support: 24/7 

Submitting a request to Timus Support

Chat:

• Go to support.timusnetworks.com/hc/en-us and click on the chat icon in the bottom right to chat with support during our support hours

Web Form:

• Submit a request by going to www.timus.zendesk.com and clicking on "Submit a request" on the top menu bar. Or you can click on the this link to submit a request.

Email: 

• Send an email to support@timusnetworks.com with as much details as possible for us to solve your issues. Include logs, topology, steps to reproduce, etc., if applicable.

Updating an existing request

Support Portal

• Go to www.timus.zendesk.com and click on your profile icon drop down. Select the option "Request" and navigate to the ticket thats needed an update. Scroll to the bottom and and click on the section called "Add to conversation". 

Email

• Please find the correspondent ticket number messages in your inbox and reply to those emails.

Support Workflow process

Waiting on Partner 

• After our support team communicates and needs additional information from the partner or believes we have solved the issue, we will put the ticket in a "Waiting on Partner" status. The ticket will stay in this status unless you respond. If you do not respond within 3 business days, the status will switch to "Still Issue".

Still Issue 

• If the ticket workflow puts the ticket in "Still Issue" status, and you respond, the ticket will be updated. However, if you do not respond, the ticket will switch to "No Partner Response" status and be considered closed. You can reply to the ticket, and it will be reopened.