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
- For change requests or technical support contact [email protected]
- For questions related to billing and payments contact [email protected]
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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