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Industry Leading and Proven Tucows Support

Tucows Email Service Support and Network Operations are fully owned, operated, and managed by Tucows. We contract with our data center partners to provide on-site support within their data centers, and we manage the systems from our Toronto-based Network Operations Center (NOC) 24/7/365.

From implementation, to customer support, to growth and capacity planning, we understand the system, and have fine-tuned our expertise as a result of this end-to-end service approach to our business.

Full Tier II and III support services

• Tier I Support
  • When you provide direct support to your customers, it allows you to build a relationship with them. You're not on your own, though. We provide you with robust information and tools for provisioning internal messaging services. These tools and features give you the ability to independently manage our services for your own business.
• Tier II and III Support:
  • Tucows offers full 24x7x365 Tier II and Tier III customer support. Telephone and email contact is provided for you to communicate with our support team. We have toll-free phone and dedicated support email access. We provide a ticket number and our Support team gathers the information providing time, date of receipt of information. Most problems are identified and cleared right at the Tier II level.
  • Tier II consists of logging, tracking, performing general issue resolution, and executing severity level accountability-based escalations. Every ticket is logged using our ticketing system and database. Tier II Call Center support maintains control of all customer ticket tracking processes at any time in order to provide clear ongoing communication to customers and assurance that the problem has been taken care of before closing the ticket.
• At the Tier III level, we operate in two different ways:
  • We're proactive: Our operations team is constantly monitoring the system and watching for potential problems. If and when a potential issue is identified, there are processes and procedures in place to deal with the problem and clear it as soon as possible.
  • We're reactive: Operations is tasked to respond to any issues that our Tier II support might identify through customer contact with our Support team. Again, those issues are dealt with on a priority ticket basis to reduce customer and end-user impacts.