• Outage (phones down, calls dropping, audio unusable): engineer on the line within minutes, day or night. Most things we fix live on the call; upstream issues (SIP carrier, broadband) we work in real time until cleared.
• Working but degraded: triaged on the line. Fixed or scheduled by close of business.
• Config changes or questions: email or leave a message. Sorted next business day.
• Anything non-urgent: email support@portphones.co.uk. Same-day reply, Monday to Friday.

Full SLA detail on the managed 3CX page.