The following requests will be automatically closed:

• Requests containing inappropriate language or references;
• Threats, demands or ultimatums in any context;
• Requests submitted in a language other than English;
• Vague requests containing insufficient information for Helix Telecom staff to resolve the problem;
• Any violation of the Helix Telecom Terms of Service found at http://tos.helixtelecom.com;

Helix Telecom may refuse service for customers who are past due. If you need assistance with a past due balance please submit a ticket and a Helix Telecom representative will assist you within 1 business day.

The purpose of the Helix Telecom Ticket System is to track customer requests from submission to resolution. One important aspect of tracking customer submissions is to assign a short description to each request. The purpose of the description is to help Helix Telecom staff and customers locate a specific ticket submission from a list of all the other submissions on the same account. Customers who submit multiple, unrelated requests on a single ticket or attempt to submit a new request on a previously closed ticket may be asked to resubmit some or all of their requests.

Helix Telecom does not permit the same request to be submitted multiple times for the same customer. The first request will be honored and subsequent requests will be discarded. Customers who continue to submit multiple requests for the same issue may be subject to account restrictions or termination.

Helix Telecom strives to resolve all tickets on the first response. Ticket submissions containing vague or incomplete requests where the only reasonable response is a question shall be labeled Vague or Incomplete. Customers who submit tickets containing Vague or Incomplete requests will be referred to this article and their tickets will be closed. Customers are welcome to submit new requests containing more specific language.

Example of a vague or incomplete request would be “tell me how my phone works”. A valid example request would be “how do I check voicemail” or “please provide me a link to the user manual for my phone”.

Helix Telecom is concerned about the privacy and security of our staff and customers. For this reason Helix Telecom staff is only permitted to open the following attachments received from the general public and vendors:

• PDF Documents ending in .pdf
• Image documents ending in .jpg, .jpeg, .png, .tif, and .tiff
• Video files ending in .avi, .mov, .mp2, .mp4, .mpa, .mpeg

Helix Telecom's primary method of communication is via ticket. Customers who wish to access a complete log of current and past tickets may do so by visiting http://fixmyphonesystem.com and choosing the Sign In link from the options. Customers must login with the email address used to submit their requests if they would like to view account history.

Helix Telecom makes every reasonable effort to keep prices low for all customers. For this reason Helix Telecom requires a minimum level of connectivity for all Helix Telecom equipment. In order to maintain this minimum level of connectivity Helix Telecom equipment must be powered on, connected to the internet and must show the correct month and year. If your Helix Telecom equipment displays an incorrect month and year, displays the error “network down”, does not display a valid IP address or there is a connectivity problem preventing your equipment from reaching the internet then please contact a qualified computer repair professional or network engineer for assistance. Helix Telecom staff are not trained to troubleshoot internal connectivity issues.

Helix Telecom does not provide troubleshooting or support for any third party equipment, third party software, third party services or softphones. Customers who need assistance with third party software, services or equipment, including equipment connected to Helix Telecom equipment, should contact a qualified network engineer or computer repair technician for assistance.