Support operations

Report a production issue and choose severity

How to report live-call issues, security concerns, failed transfers, integration outages, and billing-impacting incidents with the right urgency.

6 minUpdated 2026-06-30

Applies to

Production supportIncident reportingEscalation

Summary

A useful support request includes the affected phone number, time window, caller impact, examples, fallback status, and business urgency. Severity should reflect caller impact, not only internal frustration.

Response plan

Know who owns the fix.

Owner: Production owner or account admin
First check: Capture affected number, workflow, timestamps, caller impact, examples, current routing, and fallback status.
Success signal: Support can reproduce or isolate the issue without asking for secrets or broad caller-sensitive details.
Escalate when: Live callers cannot reach the business, urgent callers are trapped, or security/account compromise is suspected.

Checklist

Affected number, workflow, and time window are included.
Severity matches caller impact.
Fallback routing status is clear.
At least one example call or failed event is provided.
No passwords, API keys, or private tokens are pasted into the request.

Setup steps

Choose severity by caller impact

Use critical when live callers cannot reach the business or urgent calls are trapped. Use high when a workflow is degraded, transfers fail, or integrations are blocking follow-up. Use normal for setup questions, tuning, billing review, or non-urgent behavior changes.

Include the affected workflow

Send the phone number, workspace, agent or workflow name, caller time zone, approximate timestamps, and whether the issue affects all calls or only a call type.

Attach examples without exposing secrets

Include call IDs, transcript links, screenshots, or destination-tool errors when available. Do not paste API keys, passwords, private tokens, or caller-sensitive data into email text.

State the fallback status

Tell support whether calls are still forwarding to Havio, temporarily routed to staff, going to voicemail, or paused. This changes the urgency and the safest next step.

FAQ

What counts as critical?

Critical means live callers cannot complete the core phone path: calls do not answer, urgent callers cannot reach fallback, or a production configuration is actively blocking the business.

Where should security issues go?

Use the security-response policy for vulnerabilities, abuse, suspected account compromise, or exposed secrets. Do not include secret values in a general support message.

What response time is guaranteed?

Standard support uses business-hours triage through the support path, with production issues prioritized by caller impact. Enterprise agreements can add custom support, uptime, and incident communication targets.

Status Security response Failed transfers

Still checking fit?

Report the issue with the details support needs.

Send production issues to support@hellohavio.com. Include: Affected phone number, workflow, time window, caller impact, fallback status, and one example call or event when available.

Email support