Support when you need it most
Need help? Raise a case and follow its progress in one place. Your request goes directly to our Application Managed Services team, where a dedicated AMS Specialist will review it, prioritise it and keep you updated until it’s resolved.
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Raise a support ticket
Existing AMS clients only. Your ticket goes to our support team and is triaged by priority.
Status reflects Telcowin-managed integrations. For your underlying Salesforce org status, check status.salesforce.com.
A full self-serve knowledge base is in the works - for now, reach out directly and we'll get you the answer.
Frequently asked questions
Who can raise a ticket here?
This portal is for organisations with an active Application Managed Services (AMS) agreement with Telcowin. If you're not yet an AMS client and need help, contact your account team or visit our Contact page.
How is my ticket prioritised?
Every case is triaged in Service Cloud against the priority you select - P1 (Critical) through P4 (Low). Our engineers may re-classify a case after review if the actual business impact differs from what was submitted.
What counts as a P1 / Critical issue?
A production system that is down or a business-critical process that has completely stopped, with no workaround. For P1 issues, message us on WhatsApp in addition to submitting a ticket so we can respond immediately.
Can I track the status of my ticket?
You'll receive email confirmation and updates as your case progresses through Service Cloud. A self-service tracking portal is planned - for now, reply to your confirmation email to check status or add information.
Does AMS cover new feature requests?
Small enhancements are logged as P4 and scheduled into upcoming release cycles. Larger changes are scoped separately - talk to your account team about a change request.
What if I submit a ticket outside business hours?
P2–P4 tickets submitted outside 9am–6pm MYT (Mon–Fri) are logged immediately and picked up when the AMS desk reopens. P1 issues should always go to WhatsApp as well - that channel is monitored around the clock.
Can more than one person at my company raise tickets?
Yes - any authorised contact at your organisation can submit a case. If you'd like to formally register additional contacts against your AMS account, let your account team know.
What if I haven't heard back within the SLA window?
Reply directly to your case confirmation email to escalate, or message us on WhatsApp referencing your ticket subject - an AMS lead will step in to review the case.