Hello, how can we help you?
General Support FAQs
We provide two means of support: ticketing and phone support. Tickets are created by sending an email with a detailed description of your issue to firstname.lastname@example.org. A support representative will respond to your request within minutes or call you directly to fulfill your request. You can also call our support team at 844-855-6837 (option #2). Kloud 7 creates a support ticket for phone support requests to ensure the highest quality of service for our customers.
We provide remote support and onsite support for our customers. The type of support provided is dependent on the nature and severity of the issue.
At no additional charge, a portal can be set up for your company to monitor all support requests between your company and Kloud 7. You can see all open, pending and resolved issues. Managers and business owners can be set up to see tickets opened by all employees. Employees can be set up to only see the status of their tickets. The support portal is not required to use support ticketing with Kloud 7, but serves to provide a more organized overview of all support-related inquiries.
Authorized account users can request access to their company’s support portal by sending an request to email@example.com or by calling our support team at 844-855-6837 (option #2).
Dial 9999 or press the button with the message/envelope symbol.
Dial 9999 or press the button with the message/envelope symbol. Listen to the recording. Press 3 to change the voicemail recording.
Send a request to firstname.lastname@example.org and we will forward the calls to required number.
Try to access your voicemail. If it is not accessible, send a request to email@example.com.
Try to dial on another number If you are still unable to dial out, send a request to firstname.lastname@example.org that includes your extension, dialed number and time.
Call the support line or send a request to email@example.com
If your mailbox is full, delete the old messages. Note the message you are getting on voicemail and share it with firstname.lastname@example.org or call the support line.
Check if the DND is enabled. If not, then check the volume from the (-) and (+) buttons on the phone.
Check the volume of the phone and increase it pressing the (+) button at the bottom of the phone.
Send the contact information to email@example.com and we will add those on your phones.
Download BroadSoft Recorder. Record the greeting message on it and send that message to us at firstname.lastname@example.org.
Open up ticket and send us the call flow so that we can implement it.
Press *72 on the forwarded phone or send a request to email@example.com.
Press *73 on the forwarded phone or send a request to firstname.lastname@example.org.
Receive the call Press transfer button and dial the extension where you want to transfer the call.
Send a request to email@example.com.
Open the call log Press the “More” button and clear all call logs.
Send a request to firstname.lastname@example.org.
Go to dashboard.kloud7.com and click on Forgot password
Enter your email in “Username” and “Email” field and click on Submit
You will receive a password reset link to change your password
Fax Services FAQs
You must enter the full 10-digit phone number you intend to send the fax to, even when sending to local numbers. Ex. (123) 456-7891
We retain any faxes that cannot be delivered to your office for 7 days. If you have any fax-related issues, contact Kloud 7 support and we can resend the faxes to you in minutes.
Account Management & Sales FAQs
Your regional account manager can be located by sending an email with your request to email@example.com or call 844-855-6837 (option #1) and a Kloud 7 representative will assist you.
Your account manager can assist you with any account level changes. If you are not sure who your account manager is or need assistance from a manager, call 844-855-6837 (option #1) and a Kloud 7 representative will assist you.
Account & Billing FAQs
We accept checks by mail, electronic checks (ACH) and all major credit cards.
Yes. At no charge, we offer a self-service billing portal that can be used to make credit card payments and download historical invoices. You can also see the status of your account balance.
For billing portal access, please open a ticket with the billing department by sending an email at billing@Kloud7.com.
No additional fees are charged to pay with a credit card.
Checks are accepted when sent by mail to: Kloud 7, LLC P.O. Box 932083 Atlanta, GA 31193-208
Electronic checks (ACH) or credit cards payments need to be handled directly by our billing department by calling 251-272-4456 option #3 or sending an email to firstname.lastname@example.org to open a billing service ticket.
Automatic recurring payments can be set up with electronic checking (ACH) or credit cards. To provide the highest level of security, the set up of automatic payments of any type is handled directly by our billing department by calling 844-855-6837 (option #3) or by sending an email to email@example.com to open a billing service ticket.
Yes, we have the option to send invoices to more than two email addresses.
Any billing related queries or concerns, please reach out to our billing department by calling 251-272-4456 (option #3) or by sending an email to firstname.lastname@example.org to open a billing service ticket.
All billing statements are generated on the first day of each month. The statement includes charges for the current billing period and services added since the previous statement, and also any recent over-usage charges.
In order to update credit card information on file, open a case at billing@Kloud7.com. Credit card authorization form is to be sent at your provided email address, fill out the form and send it back to us.
Please send us an email with your request at email@example.com. A billing representative will address your query and assist you with disabling autopay on your account.