Support
This page centralizes all the ways to reach us and the resources available when you need help.
Direct contact
Support email
This is the primary channel for inquiries, technical issues, service changes, and any questions about your account or invoice.
Include in your email:
- Your company name or account email
- A clear description of the problem or question
- For technical issues: date, time, and extensions involved
Business hours
Monday to Friday — 9:00 AM to 6:00 PM (Eastern Time)
Saturday and Sunday with limited coverage for critical emergencies.
Typical response SLA
| Type of request | Estimated response time |
|---|---|
| Critical incident (service down) | 2–4 business hours |
| Non-critical technical issue | 24 business hours |
| Billing or account inquiry | 24–48 business hours |
| Change requests (add ext., DIDs) | 1–2 business days |
These times are estimates for normal conditions. During high-volume periods there may be delays — we'll let you know if a case takes longer than expected.
Service status
To check for any active incidents or scheduled maintenance:
https://status.sipsop.io (coming soon)
If the status page isn't available yet or you need immediate confirmation of an incident, contact support by email.
Urgent cases
If your phone service is completely down during business hours:
- Send an email to soporte@sipsop.io with the subject URGENT: [short description]
- Include your name, company, and a description of the problem
Our team monitors emails marked as urgent during business hours and handles them as a priority.
Self-help resources
Before contacting support, check if the answer is in this documentation:
| Section | What it covers |
|---|---|
| Getting started | Login, dashboard, roles |
| Calls & CDR | How to read the call log, filters, costs |
| Plan & components | What your plan includes, add-ons |
| Billing | Billing, payments, grace period, cancellation |
| Onboarding | The signup process |
| Team | Invitations, roles, managing access |
| FAQ | Complete FAQ |
About Sopinf Tech LLC
SipSop is a product of Sopinf Tech LLC.
Based in Hackensack, NJ — we primarily serve businesses in New Jersey, New York, Connecticut, and the northeastern United States.
We speak Spanish and English.
Before filing a chargeback
If you have a dispute about a charge on your card, contact support before filing a chargeback with your bank or credit card company.
A chargeback closes your account automatically and can complicate the resolution of the problem. In almost all cases, we can resolve the issue directly, more quickly, and without that impact.