Support Guidelines for PENGUIN Customers

Service Overview

PENGUIN is committed to provide excellent customer service and support. Requests for support may be submitted via the channels below at any time. Our regular office business hours are 8am to 5pm, Monday through Friday. See below for the details of how to open new requests.

Channels of Contact for PENGUIN Support

1. Email:
   Submit a ticket by emailing your questions to support@callpenguin.com
   
2. Phone:
   Call our main Office number at 209-585-1375. 
   Note: Voicemails left during and after hours will automatically create an open ticket for follow-up.
3. Web:
   Browse to Support Center and 'Sign in' using your company email address. Click 'Submit a Request' at the top right hand corner of the page. Complete the form with the details of your request. Click 'Submit' and a ticket will be created for follow-up.
   

What Information to Provide for Faster Resolution

Our Support technicians are dedicated to providing the best and most timely response possible. To help them answer your questions efficiently, please provide the following information and be prepared to provide additional information upon request:

• Which Extension or Location is being affected.
• When this problem began and how long it's been happening.
• Requestors name, phone number and availability for a tech to email or call you including a mobile number if you're unreachable by phone.
• How severe this issue is affecting your ability to operate your business [eg. I can't do my job, I can get by for a day or two, no rush etc.] 
  

Please be prepared to leave a voicemail with the information above or to give this information to one of our customer support specialists. Customer support specialists will open a ticket and any voicemail left will also automatically open a new support request. Emails and Phone calls will all be answered as quickly as possible, however, the SLA applies and an initial response with your ticket number confirming that your request has been received is guaranteed within 24 hours of the receipt of the request.