Support that knows your business
Experience the TELAIR difference with dedicated Support Pod - your own team of specialists who understand your setup, remember your history, and proactively help you succeed.
What makes TELAIR support different
We've reimagined business support with a model that actually works for you
Dedicated Support Pod
Your own team of 3 specialists who know your business inside out
Lightning Fast Response
Average response time under 2 hours, often within minutes
100% Canadian
Local support team that understands Canadian business needs
Proactive Partnership
We monitor, optimize, and advise - not just react to problems
Your Support Pod: A dedicated team that knows you
Unlike traditional support where you explain your setup every time, your Support Pod is a dedicated team of three specialists assigned exclusively to your account. They become experts in your specific configuration, understand your business goals, and provide consistent, personalized support.
Dedicated Team of 3
Your own support specialists who become experts in your specific setup
Consistent Experience
Same team members every time - no repeating your story
Proactive Monitoring
Your team watches for issues before they impact your business
Strategic Guidance
More than support - they help optimize your communications
Meet Your Support Pod
Example of a typical Support Pod team
Michael S.
Senior Technical Specialist • 8 years experience
Jessica L.
Systems Engineer • 5 years experience
Robert K.
Support Specialist • 3 years experience
Your advantage: This team knows your setup, remembers your preferences, and can solve issues faster
Multiple ways to reach your team
Choose the channel that works best for you - your Support Pod is ready to help
Phone Support
Direct line to your dedicated Support Pod team
Guaranteed response times with clear SLAs
Every plan includes guaranteed response times so you know exactly what to expect
Bronze support is included with all plans by default. Actual response times are typically much faster than listed SLA guarantees.
Understanding Severity Levels
Level 4 - Critical Business Impact
Complete service outage or degraded response. System completely inoperable. Incoming and outgoing calls completely offline.
Level 3 - Significant Business Impact
Important features unavailable. Inbound or outbound calls partially working. Major call routes affected.
Level 2 - Minimal Business Impact
Features unavailable but workarounds exist. Phone extensions offline. Minor functionality issues.
Level 1 - Nominal Business Impact
General questions, documentation requests, password resets, or system modifications.
| Support Plan | Level 4 Critical | Level 3 Significant | Level 2 Minimal | Level 1 Nominal |
|---|---|---|---|---|
Bronze (included) Monday-Friday 9am-5pm EST | ~2h | ~3h | ~4h | ~48h |
Silver Monday-Friday 9am-9pm EST | ~90m | ~2.5h | ~3h | ~24h |
GoldMost Popular Monday-Friday 9am-9pm + Weekends 10am-5pm EST | ~60m | ~2h | ~2.5h | ~12h |
Platinum Monday-Friday 9am-9pm + Weekends 10am-5pm EST 9pm-midnight 7d/w available as add-on | ~30m | ~1h | ~2h | ~4h |
All Plans Include:
- Email Support
- Knowledge Base Access
- Dedicated Support Pod
Silver+ Plans Include:
- Active Device Monitoring
- Extended Support Hours
- Priority Queue Access
Contact us for pricing or to add additional support plans to your account
Upgrade Support PlanSelf-service resources available 24/7
Find answers instantly with our comprehensive resource library
Knowledge Base
500+ articles covering setup, troubleshooting, and best practices
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Video Tutorials
Step-by-step guides for common tasks and configurations
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Documentation
Technical documentation for developers and IT teams
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Training Center
Free online courses to master your phone system
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What our customers say about our support
"I've never experienced support like this. They know our setup, our team, and our needs. It's like having an in-house IT team without the overhead."
Jennifer M.
Operations Director, Automotive Industry
"When we call TELAIR, we talk to the same people every time. They remember our last conversation and understand our business. You can't put a price on that."
David C.
IT Manager, Legal Services
"Their support team helped us redesign our entire call flow. They didn't just fix problems - they helped us prevent them."
Sarah T.
CEO, Retail Solutions Company
Experience support that actually supports you
Join thousands of Canadian businesses that trust TELAIR for reliable, personal support
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