Escalating to Gigs Support

If you're experiencing issues with our services and the troubleshooting steps haven't resolved the problem, don't worry! Our Gigs Support team is here to help. This guide will walk you through contacting them for assistance and provide tips on effectively communicating your issue.

When you need help, you can reach out to us in two easy ways:

• Email us at support@gigs.com

• Contact us via live chat by clicking on the Support tab located at the bottom right of your Dashboard. Read more about connecting with the 🔗 Gigs Customer Support Team

Providing as much information as possible is crucial when you escalate an issue. This helps our support team diagnose and resolve the problem more effectively. Please include the following details:

• Description of the issue: Be as specific as possible.

• User information: Include your ICCID or subscription ID.

• Is this a live issue? Let us know if the problem is currently happening.

• Date first experienced: When did the issue start?

• Priority: How urgent is this issue?

• Users impacted: Are there multiple users or just one? Is it related to a specific project?

• Screenshots or videos: Visual evidence of the issue can be very helpful.

• Services affected: Specify if it's SMS, text, or voice services.

• User's location: Provide your local area or if you are traveling.

Without this level of insight, our Gigs Support team may struggle to diagnose or resolve the issue effectively. Please note that we have specific requirements when escalating issues to the carrier for technical investigation.

When describing the issue, specific details can significantly aid us in locating and solving the problem. Here are some key points to consider:

• Service issues: Specify if the problem concerns voice, text, or data services.

• Experience details: Describe precisely what is being seen or heard by all parties involved, including:

  • The user who is experiencing the issue.

  • Any person trying to contact the user via call or text.

• Scope of the issue: Is it happening with just one specific phone number or multiple?

The more information you provide, your service and resolution experience will be better and faster. This will also help reduce back-and-forth communication between you and the Gigs Support team.

Thank you, and we look forward to assisting you!