Customer Support Hours and Statutory Holidays

Support Hours:

4h00AM to 6h00PM Eastern Time (north America) Monday through Friday


Phone Support: 514-845-8474

Begins at 4:00AM and ends at 6:00PM, Monday through Friday. If your call is directed to voice mail, please leave a detailed message, including your Customer ID, and we will answer your request according to the priority level of your service package.  If you have an emergency situation, we recommend that you contact us by phone.

If you call outside of our business hours, you will be able to leave a message and you will receive a call back within 30 minutes.

After-hour calls are reserved for High or Critical priority issues and Trial customers.


Email Support: support@vircom.com

Emails are answered within the business day and according to the severity of the issue. Please note that Vircom offices are closed during statutory holidays.

In case of emergency, it is preferable to call our support line. You can email emergency@vircom.com and it will trigger an alert for our 24/7 system.

If all else fails, you can email escalations@vircom.com and a manager will find the resources to assist you. 

 

Statutory Holidays:

During most holidays, Vircom maintains a skeleton crew and only processes critical system down issues on those days. The only exceptions are Christmas and New Year's day where Vircom offices are actually closed on those days. Vircom is located in Quebec, Canada so we observe local holidays. Since a large percentage of our clients are from the United States, we also observe the major American holidays ie. Independance Day.

Vircom Holiday Observances: http://kb.vircom.com/default.asp?SID=&Lang=1&id=1659