Attentability.
Monitoring and Reacting. Together.
Our unique commitment to attentive service, with the agility to adapt.
At Fidalia, Attentability is more than just paying attention — it’s our promise to stay tuned in to your needs, proactively address issues, and adapt our approach to meet your evolving demands. It’s attention to detail combined with the flexibility to pivot, scale, or personalize your services — all without you having to ask twice.
What is Attentability?
Why Fidalia Support Feels Different
You’ve never received support like this before.
Traditional Telco Support
- Ticket numbers instead of relationships
- Multiple transfers between departments
- Reactive troubleshooting after outages occur
- Customers explaining their network repeatedly
Traditional Telco Support
- Direct relationship with technical staff
- Familiarity with your network and environment
- Proactive monitoring and issue detection
- Fast escalation without call centre layers
Getting Support
How to Submit a Request
Whether you’ve hit a technical snag or have questions about our services, Fidalia Networks is here to help. Submitting a support request is simple and can be done via email or phone. Here’s how to get the help you need.
For Email Support
Send an email to support@fidalia.com. In your email, make sure to include your name, contact information, and a detailed description of your issue or question.
For Phone Support
Dial our toll-free number
(866) 343-2542. Be ready with the details of your issue or inquiry to help our support technician understand and resolve it efficiently.
Wait for a Response
After you’ve submitted your request, our technical support team will get back to you as soon as possible. The response time depends on the terms of your current support agreement.
Remember, our technical support team is available 24/7 to help you. So whenever you need assistance, don’t hesitate to reach out to us. We’re always ready to help you overcome technical challenges and keep your business running smoothly.
How is Fidalia different?
The Fidalia Attentability Support Model
Five pillars of support to ensure our clients have peace of mind.
1. Human Continuity
You work with the same technical team.
2. Network Familiarity
Support engineers know your topology.
3. Proactive Monitoring
Issues are detected before users notice.
4. Immediate Escalation
No Tier-1 call centre delays.
5. Team Accountability
Engineers remain responsible until resolution.
Track your request
Opening a Support Ticket
When you reach out to Fidalia’s technical support, rest assured that your issue won’t fall through the cracks. Our advanced ticketing system ensures each request is tracked and resolved as efficiently as possible.
Upon submitting your support request via email or phone, a Support Ticket is immediately generated. This ticket is your unique identifier and serves as the gateway for all communications regarding your specific issue or question. Each ticket is carefully logged into our system, providing a clear trail of interactions and actions taken.
The ticket then gets assigned to a qualified support technician who will be your point of contact throughout the resolution process. This technician will follow up on your ticket, ensuring your issue is addressed according to the terms of your current support agreement.
Our ticketing system offers a robust, organized, and efficient approach to handling customer support requests. It ensures that every query is addressed and every customer receives the excellent support they deserve from Fidalia Networks.
Submit a ticket
We are here for you
A Comprehensive Approach to Technical Support
When it comes to technical support, Fidalia Networks doesn’t just offer assistance; we deliver a comprehensive solution designed to keep your operations running smoothly. We believe that proactive and responsive support is crucial to avoid disruptions and keep your business at its best.
Explore Features
Getting started - How to submit a request
How to open a ticket
Fidalia’s approach involves:
Prompt Issue Resolution
Our support team is committed to addressing your concerns promptly, minimizing any potential disruption to your business operations.
Wide-ranging Support
From minor technical hitches to complex system challenges, we are equipped to handle a diverse range of issues, ensuring a seamless operation for your business.
Proactive Maintenance
We don’t just fix issues; we work to prevent them. Our team carries out regular system checks to identify and rectify potential problems before they become disruptive.
24/7 Assistance
Our technical support isn’t limited to business hours. We are available round the clock, ready to assist whenever you need us.
Tailored Solutions
Every business is unique, and so are its technical needs. That’s why we offer bespoke support solutions, tailored to meet the specific needs of your business.
Why Businesses Trust Fidalia Networks
Flexibility.
Tailored solutions to meet your unique needs.
At Fidalia Networks, we recognize that every business is unique. That’s why we work closely with you to understand your specific requirements and develop customized solutions that deliver results. Need something a bit different? We’ve got your back.
Affordability.
Streamlined pricing with cost savings.
Our comprehensive solutions provide cost-effective pricing options, saving you up to 30% or more compared to the Big Three. With Fidalia Networks, we can pick and choose the services that will deliver and dramatically reduce your costs.
Availability.
Local team to ensure you get the support you deserve.
Our tech team is a phone call away. There’s no more waiting on hold, or in queue. Try it for yourself. Call us – the first prompt is for support – that’s how we prioritize our customers.
Canada’s Experts in Communications
Learn how Fidalia Networks tailors services for optimal performance.
About Fidalia’s Attentability™ Support Model
Why is Fidalia support different from major telecom providers?
Fidalia takes a different approach. Our support model is relationship-based, meaning our engineers become familiar with your network, phone system, and connectivity environment. When you contact support, you are speaking with people who understand how your infrastructure is built.
This allows problems to be diagnosed faster, escalated quickly when necessary, and often prevented through proactive monitoring.
Do I speak to the same support team each time?
Because our engineers maintain familiarity with each client’s network environment, they can resolve issues more efficiently without requiring customers to repeatedly explain their infrastructure, services, or previous incidents.
Does Fidalia outsource technical support?
Support, monitoring, and network operations are managed internally so that the people assisting you have direct access to the systems and infrastructure required to diagnose and resolve issues quickly.
How quickly does Fidalia respond to outages?
Fidalia monitors network infrastructure and services continuously, allowing many issues to be detected automatically and investigated immediately by our technical team, before clients and users notice.
Does Fidalia monitor networks proactively?
This proactive monitoring allows our team to identify performance anomalies, connectivity issues, or infrastructure failures early so that corrective action can begin before they significantly impact users.
What happens when an issue requires escalation?
Because Fidalia operates its own network and voice infrastructure, many issues can be addressed internally without needing to pass customers between multiple departments or external vendors.
Who manages Fidalia’s VoIP and internet infrastructure?
Our engineers oversee internet connectivity, hosted VoIP platforms, monitoring systems, and supporting infrastructure so that services remain reliable and issues can be diagnosed quickly when they occur.