Contact ZentryVoice

How to reach us

Pick the channel that matches the question. Every address below is read by a person on the team named, during the hours shown. Customers get the fastest answer from the priority line or a ticket opened inside the app, because both carry the practice and extension context automatically.

The priority line

The priority line is the support plan: a human who knows the product, reached in about 2 minutes, who can see your tenant through a time-boxed session that is written to your audit log, and who can fix routing, extensions, texting, fax or a phone that will not register while you are on the call. It is included in Technical Support ($15, $20 or $30 per month for up to 4, 8 or 16 extensions) and in Technical Support + Advanced Warranty ($30, $35 or $40), which adds next-day replacement of desk phones, pre-provisioned before they ship.

The number is shown on the Support page of your ZentryVoice account rather than published here, so the line stays short for customers. Practices without a support plan use support@zentryvoice.com and the in-app ticket form, with the same 1-hour reply commitment during support hours. Calls to the priority line are answered by ZentryVoice staff, not an outsourced desk; the same people handle tickets and urgent-line calls, so nothing is re-explained when an issue moves between channels.

Before you contact support

Three things resolve most questions faster than a ticket.

• checkThe status page shows current incidents, voice-core availability against the 99.999% target, and the trailing 30-day ticket first-response median, so you can tell an outage from a local problem before calling.
• checkThe admin portal shows porting status for each number, the E911 address on file, each desk phone’s registration state and the practice audit log, which answers most “who changed this” questions without a ticket.
• checkThe Support page in your account holds the priority line number, the ticket form and your signed BAA or addendum.

Response-time commitments

These are commitments, not aspirations: the priority-line wait and ticket first-response figures are measured continuously and published on the status page. If a commitment is missed, say so in the ticket and it is escalated to the support lead.

• checkPriority line: about a 2-minute wait to a human, Mon–Fri 8am–8pm ET.
• checkUrgent line: 24/7 for outages, loss of inbound calling, and anything touching 911.
• checkTickets and support email: reply within 1 hour during support hours; the median first response over the trailing 30 days is 6 minutes.
• checkSales email: reply within 1 business hour during support hours.
• checkPrivacy and security email: acknowledged within 1 business day; critical vulnerability reports triaged the same day.
• checkDesk-phone replacement on the warranty plan: shipped the next business day, pre-provisioned to the same extension.

What to include in a ticket

A ticket with these five things is usually resolved on the first reply.

1. 1The practice name and the extension or number affectedNumbers in the form (305) 555-0142; extension numbers as shown in the admin portal.
2. 2What happened and whenThe time of the call, text or fax, the direction (inbound or outbound) and the other party’s number if you have it; timestamps let us match the carrier record.
3. 3What you expectedWhich ring group, voicemail box or person should have received it.
4. 4Device details for phone problemsDesk phone model and the status light, or the app and OS version for a soft extension.
5. 5Leave PHI out of emailDescribe the issue without patient, client or account details; if we need the content of a message we will look it up inside your tenant through an audited session.

errorEmail is not a secure channel for protected health information. Describe issues without patient details. ZentryVoice staff never ask for passwords or sign-in codes by email or phone.

Privacy and security contacts

privacy@zentryvoice.com handles requests under your BAA or addendum: a copy of the signed agreement, an export of your call logs, texts, fax PDFs and recordings, deletion at the end of service, and questions about how data is handled. Under the HIPAA Breach Notification Rule a business associate must notify the covered entity of a breach without unreasonable delay and no later than 60 days from discovery; ZentryVoice’s BAA commits to notification well inside that window, and privacy@ is the address those notices come from.

security@zentryvoice.com receives vulnerability reports, SOC 2 Type II report requests and security questionnaires. Please report vulnerabilities to that address before publishing; we acknowledge within one business day, triage critical reports the same day and will not pursue good-faith researchers who respect customer data.

Legal notices sent by mail are logged on receipt. Where the law permits, the affected practice is notified before any content is produced, consistent with the Confidentiality & Privilege Addendum and the BAA.

Cancelling or porting out

Service is month-to-month with no termination fee. To cancel, email support@zentryvoice.com or open a ticket from the app; to move your numbers, give your new carrier the numbers and account details and ZentryVoice releases the port at no charge. Under FCC rules a carrier cannot refuse to port a number you own, and you should not cancel service until the port completes. Your call logs, texts, fax PDFs and recordings can be exported before the account closes, after which data is returned or destroyed as your agreement requires.