Contacts and Hours of Operation
Written by Marissa Orsini
Updated at January 28th, 2025
Table of Contents
Our hours of operation vary per department. The Network Operations Center monitors network and service availability 24 hours per day, 365 days per year. Our remaining departments are listed below. All times are in Eastern Standard Time unless otherwise noted.
Customer Service
Our Customer Service department is available to answer any questions regarding your port dates, order process, delivery timelines, and other non-billing related matters.
- Phone: 611 from an OIT phone, or 844.OITVOIP
- Email: support@oit.co
- Hours of Operation: Monday - Friday, 8:30 AM to 5:00 PM EST, excluding holidays
Billing
Our Billing department is available to answer any questions regarding your contract status, invoice items, how to access your account online, and payment method.
- Phone: 611 from an OIT phone, or 844.OITVOIP
- Email: billing@oit.co
- Hours of Operation: Monday - Friday, 8:30 AM to 5:00 PM, excluding holidays
Compliance
Our Compliance department is available to answer any questions regarding your compliance status and tax matters
- Phone: 611 from an OIT phone, or 844.OITVOIP
- Email: compliance@oit.co
- Hours of Operation: Monday - Friday, 8:30 AM to 5:00 PM excluding holidays
Technical Support
Our Technical Support department is available to answer any questions regarding how to access and use your manager portal, troubleshoot any issues with your voice or fax service, and how to use your phones.
- Phone: 611 from an OIT phone, or 844.OITVOIP
- Email: support@oit.co
- Hours of Operation: Monday - Friday, 8:30 AM to 9:00 PM, excluding holidays
After Hours / Emergency Support
We also have an Emergency Support team available after our normal operating hours. They are available 24 hours per day, 365 days per year. Any support requests that are not platform availability issues will be billable at our current overtime rates. This must be approved prior to us working on any request. Below are some examples of billable and non-billable emergency requests.
Non-Billable Events during After Hours
- PBX Portal unavailable
- Calls receiving fast-busy or disconnect messages that are not a result of call routing errors
- Phones unable to register not related to customer internet or programming issues
Billable Events during After Hours
- Call routing errors
- Assistance configuring phones
- Changing auto attendant recordings and options
- Customer internet offline
Emergency requests will only be accepted by phone at 844.OIT.VOIP.