At TimelyBill, we know that telecom billing isn't just complex—it's mission-critical. Whether you're onboarding a new customer, setting up usage rating plans, or processing an invoice batch, delays or misunderstandings can result in lost time, revenue, and customer confidence.
That's why we're committed to helping our users get the most out of our support resources—both proactively and in a responsive manner.
What You Can Expect From TimelyBill Support
We offer multiple support channels and touchpoints depending on the nature of your issue:
- Phone-Based Support: We provide standard telephone-based support during business hours, 8:00 am to 6:00 pm EST, Monday through Friday at 954-889-6699 (excluding national holidays).
- Ticket-Based Help Desk: Ideal for routine inquiries, bug reports, or feature clarification. All tickets are tracked and prioritized by our team to ensure timely responses.
- Knowledge Base & Docs: For users who prefer self-service, our documentation hub features step-by-step guides and system tutorials.
- Escalation Paths: For urgent or unresolved cases, we internally escalate to ensure visibility and accountability.
Best Practices for Faster, More Effective Support
Here are a few tips that can help streamline your interactions with our support team:
- Be Specific: Include error messages, steps to reproduce, and screenshots where possible.
- Use Ticket Categories: This helps us understand requests more efficiently and assign them to the right person.
- Know Your Configuration: Identifying the module or setting to which your issue relates can reduce back-and-forth.
Understanding Custom Dev: What's Included and What's Not
TimelyBill is built to be flexible, but not every customization falls within the scope of standard support. We want to be upfront about how we approach custom billing logic, integrations, and reporting:
- Included: Configuration of existing features, simple report modifications, and support for system bugs.
- Optional Add-Ons: New functionality, integrations with external systems, or highly specialized billing logic may require scoped development time and incur additional costs.
To avoid surprises, we provide transparent project scoping, timelines, and estimates for all custom work. You're always in control before a line of code is written.
Transparency Builds Trust
Our mission is to be more than a software vendor—we aim to be a partner in your long-term success. That means listening to your concerns, continuously improving our responsiveness, and being clear about what we offer (and when it's billable).
Do you have feedback about our support or service delivery? We're listening. Drop us a note or leave a review—we use your input to prioritize our improvements.
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