Services
Support that's there
when it matters
A product's lifecycle doesn't end with delivery. Every platform and application we develop is backed by round-the-clock global support — provided by the same engineering team who built it.
The Shout Difference
Because development and support come from the same team, our engineers have an unrivalled depth of knowledge about each platform and client deployment. That translates directly into faster fault diagnosis, faster resolution, and fewer frustrating handoffs.
You can also talk directly to the people who built your platform about improvements and new features — something you simply can't get from a traditional support desk.
"Not a company that needs 14 different log files before they even recognise that you may be having a service outage." — Head of Voice Services, GCI
24/7
365-day coverage
1 Team
Builds and supports your platform
25+
Years of platform expertise
ISO ✓
27001 certified
What our customers say
"
Second to none when it comes to swift, efficient communication and fault resolution.
Voice Applications Manager — TalkTalk
"
Very professional and knowledgeable, fully understanding the services we have with them. Feedback is always constructive and timely.
Voice Product Director — Six Degrees Technology Group
"
The support we get from Shout has always been head and shoulders above other manufacturers — whether it's a basic question or a mission-critical failure.
Director — JTech Inc
"
Excellent in terms of responsiveness and product knowledge. Any issues are quickly dealt with, and constant product evolution keeps us ahead of the competition.
Technical Director — 24 Seven Communications
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The most important thing that sets Shout apart is their after-sales service — delivered efficiently, in a friendly manner, with a clear sense of purpose.
Senior Technical Contracts Manager — Everything Everywhere
"
The excellent support received over the years — both in ongoing maintenance and unrivalled fault resolution — is most important of all to us.
Managing Director — Numbers Plus
The Support Portal
Everything you need, in one place
Every Shout customer gets access to a dedicated support portal — giving your team full visibility and control over your support relationship.
🎫 Ticket management
Raise, monitor, amend and manage ongoing support tickets in real time. Manage all users within your organisation who may need to raise issues.
📊 Monthly reporting
Receive a detailed monthly support report covering all tickets and their status, plus an SLA performance report showing our delivery against agreed targets.
📁 Historical records
Review the full history of all past support tickets — useful for audits, trend analysis, and understanding recurring issues across your platforms.
🗓️ Maintenance windows
Book planned maintenance windows so our engineers know when your team is making network changes. This lets us proactively monitor for impact and raise concerns before work begins.
📝 Change note sign-off
Accept and manage Change Notes prepared by Shout engineers before any work on your platform. Every Change Note is peer-reviewed before being sent to you for approval.
👥 User management
Administer your own team's access to the portal — controlling who can raise tickets, review reports, and sign off on change activity within your organisation.
What is a Change Note?
Before commencing any work on a customer platform, Shout engineers produce a formal Change Note. It documents everything needed to carry out the work safely — and gives you the chance to raise any concerns before anything happens.
- ✓ Likely risks associated with the work, clearly documented
- ✓ Scheduled date and time — typically out of hours for service-affecting platforms
- ✓ Full rollback plan in the event anything doesn't go as expected
- ✓ Peer-reviewed by a second Shout engineer before reaching you
- ✓ Sent to you for review and formal sign-off before any work begins
Want to know more?
Talk to us about support options for your platform or network.