First Time Setup
Getting Started With Jobs
Getting Started with Ticketing
Setting Sonar up for Billing
Getting Started with Accounts
Getting Started with Inventory
User Specific Resources
Account Types: Overview & Example Use Cases
Account Statuses: Overview & Example Use Cases
Account Management View: Overview
Scheduled Events: Overview & Use Cases
Notes & Tasks: Best Practices & Use Cases
Child Accounts: Best Practices & How Tos
Disconnecting an Account
Account List View: Overview
Account Groups: Overview & Example Use Cases
Serviceable Addresses: Overview and Usage
Creating a New Account
Setting up Bank Account & Credit Card Processors
General Ledger Codes: Overview
Building a Data Service
Delinquency Billing Best Practices
Accounts in Vacation Mode
Batch Payments & Deposit Slips: Overview
Creating Discounts for Services and Packages
Canadian ACH tool
Printed Invoice Batches: Overview
Delinquency Exclusions: Overview and Use Cases
Multi-Month Billing & Multi-Month Services
Email Invoice Batch: Overview
Setting up an Outbound Email Domain
Triggered Emails: Setup
Call Logs: General Best Practices
Using the Mass Email Tool
Email Messages: Example Content
Email Categories: Overview & Use Cases
Email Variables & Conditions
Invoice Attachment Use Cases & PDF Examples
Invoice Messages: Overview & Use Cases
FCC Form 477: General Overview and Usage
Invoices in Sonar: Examples, Creation & Contents
Setup of Inventory: Manufacturers, Categories, and Assignees
Inventory List View: Overview
Inventory Model Management: General Overview
Tracking and Using Consumable Inventory
Job Types: Best Practices
Setting Up Schedules General Overview
Applying Task Templates to Jobs
Example Jobs & Templates
Jobs and Scheduling: Overview
Building a Monitoring Template
Pollers: General Overview, Deployment Strategy, Build Out & Setup
Building Alerting Rotations
IP Assignments & Sonar
MikroTik: Setting Up a Sonar Controlled DHCP Server
Setting Up a DHCP Batcher
IPAM: Basic Setup
MikroTik as an Inline Device: Integration With Sonar
MikroTik: Controlling Speeds
MikroTik: Controlling Access
Setting Up CoA Proxy
RADIUS: Building Reply Attributes
Data Usage Available Methods
Pulse, Polling, and PHP
MikroTik: Creating a Self-signed Certificate for use in API-SSL
RADIUS: Build-Out & Integration with Sonar
Network Dashboard: Overview
Building a Device Mapper
Sonar IP Addressing
Network Sites: Overview
Building RADIUS Groups
Building Address Lists
Finding your OIDs
User Role Creation & Best Practices
Removing a Terminated Employee In Sonar
Password Policy In Depth
Application Firewall: General Overview and Best Practices
Role Creation using GraphiQL
How to Best Use Global Search
How Your Data is Backed Up
How To Use GraphiQL to Understand the Sonar API
Frequently Used Terms
Sonar's Rich Text Editor
Mutations in the Sonar API
API Calls Using Third Party Applications - Personal Access Tokens
The New Sonar API
A Deeper Dive into the new Sonar API
Consuming the Sonar API
Filtering: Simple vs Advanced
API Wrappers for V1 Compatibility
My Info: Your Personal User Settings
Customizing your Customer Portal
Canned Replies Examples & Templates
Canned Reply Categories
Inbound Mailboxes Example Build
Ticket Categories Best Practices & Example Build
Ticket Groups To Consider
Using Parent Tickets
How to Integrate Inbound Mailboxes with Slack
Accounting with Sonar
Working With the Sonar Team & Additional Resources
Table of Contents
- All Categories
- Working With the Sonar Team & Additional Resources
- Best Practices for Fast Tracking a Support Request
Updated by Julianna Durie
There are several different ways to contact the Sonar Support Team. This will provide you the information necessary to expedite your Support Requests.
Using the Phone Support
Sonar offers regular phone support Monday to Friday 10:00 a.m. to 6:00 p.m. EST. Support can be reached via the US at 702.447.1247 or via the Canadian at 780.990.1180. We also offer limited Spanish support upon request and per availability.
We also do offer Emergency Support 24/7 at a rate of $100 per an hour with a minimum of 1 hour.
When to Use Phone Support
- It requires an immediate answer.
- Too complicated to explain by ticket.
- Need to speak with a specific team member.
- An urgent instance issue, like your instance is offline.
Using Ticket Support (firstname.lastname@example.org)
The Support team endeavors to respond to all tickets/emails within 24 to 48 business hours.
To expedite responses, please include the following in your ticket.
- Your Company if not using the company email. A gmail account or emailing from a different company makes it difficult for the team to determine what company is looking for help.
- Create a new email or ticket for a new topic. Do not open a billing ticket and then 3 months later reopen the ticket to ask about a pulse map question.
- Be as specific on the issue or problem and what is expected. The Support team is looking for exactly what the error or issue is and what. Example: I reviewed our billing today and no invoices were generated or sent out. I expected 100 bills to go out.
- Include an example of the account or network in issue. For example, if a bill was not generated for a customer, please tell us John Smith / Account 100 did not generate a bill.
- Include any errors you receive. A snapshot of the error in question or a copy of the error code is always helpful.
- Provide clear deadlines. My poller needs to be setup by Wednesday at 1:00 p.m. CST.
Using Sonar Forums and Facebook Group for Support Requests
The Forum and Facebook Group are checked daily, unlike the Support emails/tickets that are monitored during business hours. Many times a specific question would require additional information that a client may not want to share with the entire Sonar customer base. Sonar recommends that specific support questions be directed to the Support team via email@example.com.
Using Individual Support team member emails for Support Requests
Sending an email to individual Support team members can occasionally offer a clear advantage. Under circumstances where a problem is specific or intermittent, having one support agent take accountability for the problem from start to finish offers the greatest chance of minimizing frustration and lowering resolution time.
However, by limiting your interactions to a single support team member you're at the mercy of a single agent's bandwidth. By sending an email to firstname.lastname@example.org you interact with a large customer support team equally capable of solving that problem. Unless the problem is intermittent or requires specific company knowledge, sending an email to our support email will accelerate the support you receive as it is monitored by a large team of highly qualified agents. To experience the best and fastest customer experience, send all your inquiries to our support email.