Customer Service FAQ

May 01, 2008

FAQ – Important Client Billing Changes & Implemented Service

1. Why didn’t I get any additional information with my April invoice?
   We are completing our client billing changes in phases, so please review and pay your invoice as you normally would. If you have not yet received a communication from us, please stay tuned, as all client billing changes will be accompanied by a communication and additional FAQ information, if required.
2. What is your new billing application and why are you doing it?
   The new billing application is being launched at the May 25th billing run and will be accompanied with specific information at that time. We are switching billing applications to make the billings more user-friendly, efficient, and accurate.
3. What are my minimum contracted services & what does this mean?
   Minimum contracted services are those services you originally contracted for when you completed your original order with Shift.
4. What are additional DIDs?
   Additional Direct Inward Dial numbers (DIDs) are DIDs that exceed the total number of enhanced service packages, standard service packages, advanced packages, or accelerated packages subscribed to. Basic, Lobby, and Location packages do not have assigned DIDs, as DIDs can be used for other purposes such as auto attendants and calling groups. Some clients have DIDs in excess of those assigned to the required service packages and these additional DIDs are chargeable.
5. How do I remove reserved DIDs (phone numbers)? What are they for?
   Reserved DIDs were requested by you and set aside for the activation of new telephone numbers so that you do not need to call Shift. To remove these, it must be done by a Shift representative that can be reached at 1-866-770-3001, option 2.
6. Are the changes to my billing retroactive?
   No. As a service to our clients, we will only be charging for these services as of the May 25th billing run.
7. What is VoiceLink?
   This is the secure connection that connects your client site to Shift’s data centre. It may or may not be identified as a separate charge on your invoice. Even if you have it, it will not appear on the implemented services list.
8. What are "fax services implemented via individual business lines"?
   In some instances, Shift has purchased additional fax services on the client’s behalf and are separate from other Shift telecommunications services. These will not appear on the implemented services list.
9. What is the Basic Feature Bundle?
   This is formerly known as a Location or Lobby license and does not include a DID or Voice Mail.
10. What is an Enhanced Feature Bundle?
    This is formerly known as a User or Subscriber license and includes a DID and Voice Mail.
11. What is the difference between a basic fax and an enhanced fax?
    None. These are both previous generation fax service package definitions in our system. Going forward, all fax services will be referred to as “Fax Bundle”.
12. What is administrator access? How do I access it?
    Administrator access refers to the web portal used to make changes and additions to your telephone service. At the time that your company joined Shift Networks, one or two individuals would have been granted administrator access; all other employees would have end user access only. The web portal address, login, and password would have been provided to you when your service was first installed. If you do not know your web address for the portal or if you do not have your password, please contact us at 1-866-770-3001. Note that not all clients have administrator access, as some services require the client to contact Shift to make changes. If you are unsure, please contact us at 1-866-770-3001.