Customer Service & Support

Glowpoint post install support is provided through the Glowpoint Customer Service center and the Help Desk. All non-technical and operator-service support is handled by the Customer Service team, while any Help Desk or trouble-related inquiries can be handled either through Operator Services or directly through the Help Desk, depending on the nature of the support.

All contact and operation information are defined in the table below. Any after hours or holiday support is responded to within one hour.

Customer Service	Operator Services	Technical Support	Service Installation
All non-technical calls	Live operator-related	All technical calls	Installation related
Billing inquiries, change of service requests	Dialing, gateway usage, information, general help	Service problems, quality concerns	Service, setup, and status

Location:	Location:	Location:	Location:
Ventura, CA	Ventura, Ca	Hillside, NJ	Hillside, NJ

Hours of Operation:	Hours of Operation:	Hours of Operation:	Hours of Operation:
7AM - 9PM EST (M-F)	8AM - 8PM EST (M-F)	8AM - 8PM EST (M-F)	8AM - 6PM EST (M-F)
After hours support, 24 hours / 7 days a week	After hours Video Call Message capabilities	After hours on call support, 24 hours / 7 days a week	After hours on call support, 24 hours / 7 days a week

Accessibility:	Accessibility:	Accessibility:	Accessibility:
Phone, email, video	Video	Phone, email, video	Email, Phone

Phone:		Phone:	Phone:
866-456-9764		866-456-9764, option 5	866-456-9764, option 9
		312-235-3888, option 5	312-235-3888, option 9

Email:		Email:	Email:
customercare@glowpoint.com		noc@glowpoint.com	provisioning@glowpoint.com

Video: (8AM - 8PM EST)	Video: (8AM - 8PM EST)	Video: (8AM - 8PM EST)
000	000	781-839-3096 (IP)
		973-391-2619 (ISDN)

Help Desk Procedures

Our commitment is to handle your call promptly and professionally, and resolve any service-related issues between 0-24 hours 99% of the time.

What to expect when contacting us:

1) Identification of your needs and assignment of your case

2) Diagnosis and isolation of any relevant causes of trouble

3) Resolution of issues and answers to your concerns

4) Closure of any related issues for your satisfaction

Glowpoint's Support, Maintanence, and Trouble Resolution procedures - CLICK HERE

Glowpoint's Service Delivery and Trouble Resolution Information - CLICK HERE

Contact Information

Customer Service & Support

	Glowpoint Overview
	Glowpoint Quick Guide
	Glowpoint User Guide

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Customer Service & Support