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Service and

Support Policy

General Information
Our general support hours are Monday to Friday, 8:00am to 5:00pm Pacific Standard Time (“business hours”). The fastest manner in which to get support is to open a trouble ticket by sending an email to This automatically creates and routes a ticket to the next available technician.

You may also call us directly at 916-235-4200 option 2.

Response Time Policy
Once a support ticket has been opened, you will be notified by email and a technician will be assigned to your ticket. Critical issues such as service interruptions and network down emergencies are handled as high priority and are typically addressed within one hour. All other support tickets are typically addressed within 24 hours.

Service Call Policy
ProLinePBX and ProConnect voice and data Services There is no charge as long as the issue lies with our equipment – the radio or our router. Our support team utilizes advanced network management systems to determine if the problem lies with Fortis’ equipment or that of the customer. If a service call charge is likely, we will always notify you in advance. IT Support Service IT Support is offered during Business Hours both as service contract for a fixed fee or on a time and materials basis. Weekend, holiday or 24×7 support options are also available. Standard Labor Rate (Business Hours) $155 per hour Discounted Labor Rate (Business Hours) $125 Contract Labor Rate (Business Hours) $100 Off Hours & Emergency Rate $225 per hour One-way travel time will be billed for on-site visits at the our Standard Labor Rate. For Managed Services Contracts, the first thirty minutes is free.

What Our Support Service Covers
We support the voice and data services offered by Fortis. We also support switches and routers purchased from Fortis. Our service includes assistance with installations, configuration and use. ProlinePBX Our flagship hosted VoIP service delivers HD voice and advanced PBX features such as call routing, voicemail to email and call reporting. Before installation, we can help you ensure your office is properly setup with the minimum requirements for VoIP service:


  • A business class internet connection.

  • Proper wiring to each phone.

  • Existing network hardware must be VoIP ready.

ProConnect To ensure maximum speeds and a consistent, quality connection for all, each Fortis Telecom customer agrees to adhere to an Acceptable Use Policy. IT Support Service If it’s high tech, we will help you make it work. All common hardware and business applications are supported.

What Our Services Don’t Cover
Our Services do not cover issues related to:  


  • Any 3rd party internet service provider

  • Inappropriate usage such as excessive torrent file sharing, HD video streaming, video cameras, etc.

  • Electronics Repair work


Our support team can manage work required on unsupported systems and engage with 3rd party vendors to diagnose the nature of the problem if necessary.

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