Contacting Customer Support

Modified on Mon, 05 Aug 2019 at 01:48 PM

Contacting Broadsmart Support

Business Hours Support

Days of the Week

Hours of Operation

Monday- Friday

8am to 8 PM EST

Saturday & Sunday

9am to 5PM EST

 

Submitting a case via email

Submitting a case via phone

  • Toll Free: (800) 816-0898
  • Broadsmart Main Line: (954) 449-8000


Response Times

When submitting a case, Broadsmart Support will respond based on the priority of the case.

 

Priority

Initial Response

Follow-up Response

Low

24 hours

48 hours

Medium

8 hours

24 hours

High

1 hour

4 hours

 

Please notify us of the priority of your case, in email you can do this by simply including the priority in the subject line of your email.  Cases may be re-prioritized based on the nature of the issue (e.g. a phone outage will always be high priority, a name change will be low priority)



After Hours Support

Broadsmart has on-call technicians to provide critical support after-hours.  If you are experiencing a service impacting outage please submit your request by phone to make sure your request is received by our answering service.

 

The answering service will triage requests based on priority to an on-call technician, the following cases will take priority during after-hours:

  • Off hours routing does not engage
  • All phone call make/receive calls
  • Cannot access the public internet
  • Only applies to customers utlizing Broadsmart SmartPipe circuits for internet access

Note: Account Changes and/or provisioning will be handled in the order they were received on the next business day. 


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