Customer Support

FaceTime offers a broad range of support services through an experienced team of customer support professionals located in Belmont, California, Huntington, West Virginia, and Bangalore, India ready to serve the needs of our valued customers.

Four support packages are available:

Extended support is available 8am to 5pm Pacific time and offers product troubleshooting, network planning, database planning, and an electronic subscription to public instant messaging network status updates, all supported by an online trouble-ticketing system.

Premium support offers all the same services as the Standard support package above but is available 7x24.

Enterprise support provides a more extensive service for our largest customers, including the assignment of named account support coordinators to ensure every aspect of the service is delivered on time and to the customer's specifications.

AOL Support The team is available through a variety of communication channels Monday-Friday, 7:00AM to 5:00PM Pacific.

If you are interested in Enterprise Support or 24x7 Support, please contact your FaceTime sales representative or email enterprisesupport@facetime.com

RTGuardian (RTG): FaceTime has announced the end-of life for FaceTime RTGuardian (RTG). Customers with active service contracts will continue to receive support through December 31, 2010. More information on affected products, end-of-life milestones, definitions, and dates can be found here. Additional questions may be directed to the FaceTime Customer Support team at enterprisesupport@facetime.com. Customers can also contact their account representative about migration plans to USG.

Greynet Enterprise Manager (GEM): FaceTime has announced the end-of-sale and end-of life dates for the FaceTime Greynet Enterprise Manager (GEM) product line. The last day to order the FaceTime GEM product is December 1, 2009. Customers with active service contracts will continue to receive support based on the GEM product SKU purchased. Additional questions may be directed to the FaceTime Customer Support team at enterprisesupport@facetime.com Customers can also contact their account representative about migration plans.

X-Cleaner Support: FaceTime no longer supports or maintains the X-Cleaner product. Current customers as of February 24, 2009 have been provided a product code to download a free year's subscription to Sunbelt Software's CounterSpy product to insure the continuation of their desktop antivirus and anti-spyware needs. Questions may be directed to support@xblock.com.