Call (403) 698-0700. A person answers.

Hours

Support	Monday to Friday, 8:00 a.m. to 5:00 p.m. (Mountain)
Office	Monday to Thursday, 9:00 a.m. to 4:00 p.m.; Friday, 9:00 a.m. to noon (Mountain)
Email	support@northstar.tel

Support hours and office hours are different on purpose. The office handles walk-in and general enquiries. Support runs longer, because faults don’t keep office hours.

During support hours, live customers get a reply the same business day. No phone tree, and no ticket number before a human has read it.

What counts as urgent

Some faults can wait for a reply. These can’t:

• Anything involving 911. If emergency calling is affected, it’s critical, however few phones it touches.
• A life-safety circuit. An elevator phone, a refuge or pool phone, the fire panel’s line.
• Total loss of service. No dial tone, no calls in or out.
• A front desk or main office that can’t answer.

If it’s on that list, telephone us. Under our service agreements, a critical fault reported only by email doesn’t start the clock. That’s written into the agreement rather than buried in it, and we’d rather tell you here than explain it afterwards.

Everything else, such as a handset to add, a greeting to change, a voicemail box to reset, can come by email or phone, whichever suits you.

Outside support hours

If you have a service agreement, a critical fault reaches a technician on call, 24 hours a day. A person, by name, not a voicemail box.

Agreement	Critical fault response
Fully Managed	15 minutes, 24/7; on site within 4 hours
Support	30 minutes, 24/7; on site the same day

Response means a qualified technician has acknowledged the fault and started work within that time. The on-site times apply to sites in Alberta.

Remote sessions

Most faults on a Yeastar system are fixed without a truck. Through Yeastar Central Management we can diagnose a fault, read the logs, trace a call, change configuration, apply firmware, and take or restore a backup, without a public IP address or a VPN at your site. That’s how we support any Yeastar system in Canada. On-site work is across Alberta.

Some things need a technician in the room: replacing a failed unit, rewiring a port, moving handsets, and testing elevator, refuge and pool phones in person. We’ll tell you on the call which kind of fault you have.

Before you call

It helps to have:

• Your business name and the site the problem is at
• The extension or number affected
• What happened, when it started, and whether it’s one phone or everyone
• Whether anything changed recently: a power outage, new internet equipment, an office move

If you don’t have all of it, call anyway.

Service agreements

Support without an agreement is goodwill on our side and a hope on yours. A service agreement puts the response time in writing, backs up your configuration off site, and tests your emergency-calling and life-safety circuits every year, with a certificate.

Both tiers start with a Telephony Health Check, because we don’t put a response time in writing against a system we haven’t seen.

Frequently asked questions

What’s the fastest way to get help?

Phone (403) 698-0700 during support hours, Monday to Friday, 8:00 a.m. to 5:00 p.m. Mountain. Email support@northstar.tel works for anything that isn’t urgent.

Is support answered in Calgary?

Yes. The number rings in our shop in Calgary, where we’ve been since 2006. Nobody reads from a script, and there’s no overseas call centre.

Do you support Yeastar systems you didn’t install?

Yes. Remote support covers any Yeastar system in Canada, and on-site work covers Alberta. For a system we haven’t seen, the Health Check is the usual place to start.

Why can’t I report a critical fault by email?

Because an email can sit unread at 2 a.m. A phone call reaches a person. Under a service agreement the clock starts when you reach us by phone, so you know exactly when it started.