Support
Support that knows the whole service.
One place to get help with a connection, an installation, an invoice or a partner workflow—with an owner, a status and an escalation path.
Support is a process, not a promise that nothing will go wrong.
Choose the right path.
Customer support
A connection, installation, equipment or billing question for a household.
Contact supportBusiness support
A business service, site, incident or change request.
Contact supportPartner support
Agency, representative, provider or marketplace workflow issue.
Contact supportField support
A job, scope, access, equipment or completion-evidence issue.
Contact supportBilling and commissions
An invoice, payment, entitlement or dispute question.
Contact supportCompliance and concerns
Identity, consent, conduct or privacy concern.
Report a concern
What to include.
A good case gets to the right owner faster.
- Account name and service location
- Order, work order or case reference
- What changed and when
- The impact on the business or household
- What has already been tried
- Screenshots, logs or error messages where available
- Your preferred contact method and hours
Escalation.
A proposed escalation model. Actual response commitments are defined in the applicable agreement.
| Level | Owner | Typical trigger |
|---|---|---|
| Level 1 | Support specialist | First contact, standard request or question. |
| Level 2 | Service or operations lead | Unresolved issue, provider dependency or repeated failure. |
| Level 3 | Manager or director | Business-impacting incident, dispute or commitment at risk. |
| Executive | Accountable leader | Cross-functional escalation, safety or compliance concern. |
This table describes an operating model, not a guaranteed response time or service-level agreement.
No invented SLA.
Envoy does not publish a response time, uptime percentage or restoration commitment that is not written into the applicable agreement.
Support hours, channels and escalation responsibilities are confirmed in the scope.
Get the case to the right owner.
Include the reference, the impact and what has already been tried. That is what makes an escalation useful.
Support scope, hours and response commitments are defined only in the applicable agreement. This page is an operating model, not a service-level commitment.