RingQ Support
Support That Finds the Problem First
Ask for help from inside your RingQ server or the Customer Access Portal. Before a person reads your ticket, RingQ MCP has already checked your server, so the support engineer starts with the answer half found.
- 24/7
- Partner support
- 4 h
- Response time
- < 1 min
- Server check
- 1
- Chat per ticket
Automatic server check · 38 seconds
Likely cause found: the SIP trunk Carrier A lost its registration at 08:52.
How a ticket travels
From your question to a fix, step by step
01Customer or partner
Ask for help from where you already are
Open Need support? inside your RingQ server, in the web or mobile app, or in the Customer Access Portal. Your server and licence details are attached for you, so nobody has to ask which system you are on.
- Server
- pbx.baysideclinic.com
- Licence
- Attached automatically
- Raised by
- Extension 1021
- Partner
- Northwind Telecom
Where to ask
Ask for help without leaving RingQ
There is no separate help desk to sign up for. Support lives where you already work, and every ticket knows which server it is about.
- Customers and partners
Inside your RingQ server
Choose Need support? in the RingQ web app or the mobile app and type what is wrong.
- Server and licence attached for you
- Add screenshots and phone logs
- Replies come back in the same chat
- Customers and partners
In the Customer Access Portal
Sign in to the Customer Access Portal (CAP), pick the server and use the same support chat, even when you are away from it.
- One chat per licence
- Follow every ticket in one place
- Works when your server is busy or slow
- Partners and resellers
For partners, round the clock
Partners raise support for their own customers' servers from the instance or from CAP, any hour of any day.
- 24/7 for partners
- Response within 4 hours
- Your customer's server details included
Behind the scenes
The tools that let us answer fast
Support engineers do not start from a blank page. Three connected tools give them the facts about your server and keep every access controlled and recorded.
- 01
Finds the problem
RingQ MCP
Connected to the APIs of every RingQ server. It checks a server the moment a ticket arrives and tells the engineer where to look.
- Read-only checks first
- Matches known issues
- Drafts a reply for the engineer
- 02
Opens the server safely
RingQ Console
A secure connection the server opens out to us, so no extra ports are opened on your network. Engineers open it from the ticket, for that one server only.
- Opened from the ticket
- Access set per engineer
- Every session logged
- 03
Controls who can do what
Staff portal
Where RingQ decides which staff may use the Console and MCP, and at what level. It only opens from the RingQ office network.
- Single sign-on with two-step sign-in
- Rights given person by person
- Removed the day someone leaves
Your own team can use RingQ MCP too, to ask your phone system questions in plain language.See RingQ MCP
Service levels
Round the clock, with a clear promise
- Partner support
- 24/7
- Every hour, every day of the year, including weekends and public holidays.
- Response time
- 4 h
- A support engineer responds to every ticket within 4 hours.
- Automatic server check
- < 1 min
- RingQ MCP checks the server as soon as the ticket arrives.
- Conversation
- 1
- Questions, replies, screenshots and the fix stay in one chat.
Support engineer rights
What a support engineer can and cannot do
Support access is narrow by design. An engineer gets what they need to fix the problem on the ticket, and nothing else.
An engineer can
An engineer can never
- Read your server's health: services, trunks, numbers, phones, disk and certificates
- Sign in with a named RingQ support account that shows in your audit log
- Make the fix you asked for, such as registering a trunk again or unblocking an office IP
- Open the RingQ Console for the one server on the ticket
- Ask the supervisor to send the problem to the developers
- Listen to call recordings or voicemail, or read your messages
- See passwords, SIP secrets, API keys or SMS provider keys
- Update your server, change who owns it, or change your support access setting
- Open a server that has no ticket, or a server of another customer
- Share anything about your business outside RingQ
Security, GDPR and confidentiality
Help without handing over your data
Support only works if you can trust it. These are the rules every RingQ support engineer works under, on every server.
Each server stands alone
Every RingQ instance has its own data and its own access. A ticket, a check or a Console session is tied to one server and cannot reach another.
Diagnostics, not content
Support checks read settings and health. Recordings, voicemail audio, message text, passwords and keys are left out of every check on purpose.
Everything is in your audit log
Every support sign-in, check and change is written to your server's own audit log, with who did it and when.
Your switch
On a dedicated server, the owner decides whether RingQ support can sign in, in Global Settings. On shared servers, support access stays on so we can keep the platform safe for everyone.
GDPR by default
We only use the data a ticket needs, only for that ticket, and you can ask us to see or delete what we hold about you.
Bound to confidentiality
Every RingQ support engineer signs a non-disclosure agreement. What we see while helping you is never shared outside RingQ.
More on how we protect RingQ: Security Center · Privacy policy
Frequently asked questions
How do I contact RingQ support?
Choose Need support? inside your RingQ server, in the web or mobile app, or sign in to the Customer Access Portal (CAP) and use the support chat there. Both reach the same RingQ support desk, and your server details are attached for you.
What is the RingQ support response time?
A RingQ support engineer responds to every ticket within 4 hours. Support for partners runs 24 hours a day, 7 days a week, including weekends and public holidays.
What does RingQ MCP do with my ticket?
RingQ MCP is connected to the APIs of every RingQ server. When your ticket arrives it runs read-only checks on your server, such as services, trunks, numbers, phones, disk and certificates, and gives the support engineer the likely cause and matching known issues before they reply.
Can a support engineer listen to my calls or read my messages?
No. Support checks leave out call recordings, voicemail audio, message text, passwords and keys on purpose. Engineers see the settings and health of your server, which is what they need to fix it.
Will I know what support did on my server?
Yes. Every support sign-in, check and change is written to your server's own audit log, with who did it and when. The engineer also tells you in the support chat what they changed.
When does a problem go to the developers?
When a fix needs a change to RingQ itself, for example a problem that keeps coming back or shows on more than one server, the support supervisor sends it to the developers with a bug report filled in from your ticket. The fix reaches your server through the Update button.
Can I switch off RingQ support access?
On a dedicated (single-tenant) server, the owner can switch RingQ support access on or off in Global Settings. On shared (multi-tenant) servers it stays on, so RingQ can keep the platform healthy for every customer on it.
Need help with your RingQ server?
Open Need support? in your RingQ app or the Customer Access Portal, and a support engineer will be with you within 4 hours.