The Help Desk for Somos® is available 24/7 to assist the with any questions or issues. The hours of operation for the Help Desk fall into 2 categories defined as "business hours" and "non-business hours". Business hours are defined as 6:00 AM CT – Monday to 12:00 AM CT – Saturday. All other periods are defined as non-business hours; this includes weekends and holidays. For a complete listing of holidays, please refer to the TFNRegistry™ Functions Tariff. When calling the Somos Toll-Free Number (TFN), 844.HEY.SOMOS (844.439.7666), you will be provided with one option: Option 1 to reach the Help Desk. The Somos Billing Department can be contacted via email at billing@somos.com.
If Option 1 for Help Desk is selected, you will be greeted by a message that provides an update on the status of the TFNRegistry™ (tfnregistry.somos.com) and you will then be connected with a Help Desk analyst. The analyst will ask for the following information as it applies to the question or issue being reported:
- Your Name
- Resp Org ID or SCP ID (if applicable)
- Login ID (if applicable)
- Telephone number
- The Help Desk may ask which method you would prefer to be contacted by telephone or email.
- Email
- The Help Desk may ask which method you would prefer to be contacted by telephone or email.
- Product (Solution)/Interface being accessed (e.g. TFNRegistry User Interface (UI) or Application Programming Interface (API), Reporting, RouteLink®, Somos Portal Website, TSSRegistry™, etc.) (if applicable)
- Environment being accessed (e.g. Production, Sandbox, Beta) (if applicable)
- Error number and message received (if applicable)
- The Help Desk may ask for a screen shot of the error and its message. It can be sent to them via email with the ticket number.
- API language being used, logs, and/or code samples (if applicable)
- The Help Desk may ask for this information during the call. It can be sent to them via email with the ticket number.
- Description of the process that caused error (if applicable)
The Help Desk can also be contacted via the following methods:
- Text: 844.HEY.SOMOS (844.439.7666). Please Note: Text is available from 9 AM CT to 5 PM CT, 5 days a week (Monday - Friday).
- Live Chat: To chat with the Help Desk, please log into the Somos Website (somos.com) or the TFNRegistry. After you have successfully logged into either website, please select the "Live Chat" links on the top or right side of the page. Please Note: Live Chat is available 24 hours a day, 5 days a week (Monday - Friday).
- Email: help@somos.com
If a return call or email is required, the analyst will provide you a ticket number, research the issue, and, in an agreed upon timeframe, call or email you back. The return call or email should not exceed 24 hours, unless requested. If the issue cannot be resolved in a timely manner, the analyst will contact you and provide the status of the issue and periodic updates until the issue is resolved. All tickets will be assigned a priority level.
Please Note: For more information on notification guidelines and priority levels, please refer to the sections titled "Tickets" below.
If you emailed the Somos Billing Department, your email will be handled by an analyst that can support your Somos Billing inquires.
Tickets
All calls placed to the Help Desk are assigned a ticket number. Tickets are completed and closed once an issue has been resolved. In the event, that the Help Desk is unable to resolve an issue by the end of the initial call, or if additional research is required to resolve a situation, the ticket and the original caller will be updated on the status of the situation, unless otherwise communicated during the initial call. Callers are encouraged to refer to their ticket number when conducting a follow-up call. Each ticket will receive a priority level (Urgent (1), High (2), Normal (3) or Low (4)). The ticket priority level definitions are as follows:
- Priority Urgent (Critical): A total or partial loss of the ability of multiple Somos Customers to manage their Toll-Free Numbers/process Customer Record updates.
- Priority High (Severe): Degradation of the availability of the TFNRegistry such that Somos Customers can continue to manage their Toll-Free Numbers but in a degraded mode; or a full loss of the ability of a single Resp Org to manage their Toll-Free Numbers over a specific interface with no workaround available; or a full loss of customer record updates to a single SCP O/O.
- Priority Normal (Functional): The TFNRegistry is not functioning per published documentation and causing minor functionality issues for one or more Somos customers, but workarounds exist to achieve the same result; or partial loss of a single customer to manage their Toll-Free Numbers/process Customer Record updates. Or loss of reporting due to a TFNRegistry malfunction or data inconsistencies.
- Priority Low (Inconvenient): Minor issues that are cosmetic in nature and the TFNRegistry is not functioning per published documentation. Resp Orgs are still able to perform functions needed to reserve/administrate their Toll-Free Numbers but are inconvenienced.
- Priority Low (Enhancement Request): The TFNRegistry is functioning per published documentation and Service Level Agreements (SLAs) but improvement or change is requested. These will be considered enhancement requests. The Somos Product Support team will determine if the enhancement will be implemented. If it will be, then it will be tracked. The Somos Customer will be notified that it's been approved/rejected via the Help Desk. Enhancement will be scheduled for a release as the schedule allows.
The Help Desk will provide continual status updates via notifications in an interval determined between the Help Desk and Somos until the issue and/or outage has been resolved.