Question 1

How fast will I hear back after submitting the form?

Accepted Answer

Quote requests submitted before 4pm Pacific on a business day receive a written response from a specialist the same day. Submissions after hours land in the queue and receive a response the next business morning. Technical support tickets are handled within fifteen minutes during business hours.

Question 2

Can someone come to my office to discuss the install?

Accepted Answer

Yes — on-site evaluations are part of the standard quote process for any office in Orange County, LA County, or San Diego County. A specialist visits, surveys the cabling and the desks, asks about your current systems and pain points, and ships back a written quote with install timeline within a business day or two.

Question 3

I prefer to talk instead of fill out a form — can you call me?

Accepted Answer

Yes — fill out the form with your phone number and a brief note that you would prefer a callback, and a specialist will reach out within the response window above. The click-to-call link in the header dials our main line directly if you would rather initiate the call yourself.

Question 4

What if I am having an outage right now?

Accepted Answer

For active outages, calling the main line is the fastest route. Our system automatically pages an on-call technician for any customer-reported outage outside business hours. Most outages on our network are dispatched against before customers even open a ticket, but a direct call confirms we have eyes on your specific account.

Question 5

Do you handle billing questions through the form?

Accepted Answer

Yes — note in the form that the question is billing-related and the message routes directly to the admin team rather than to sales or support. Existing customers can also sign in to the customer portal to view billing history and submit billing tickets associated with the account.

Question 6

Can I text you instead of email or call?

Accepted Answer

Yes — our main line accepts inbound SMS as well as voice. The same shared inbox the Netexem team uses internally handles inbound texts from customers and prospects. Replies come from the same number, so you can text us back the way you would text a vendor.

Question 7

How do I add new staff to our Netexem service?

Accepted Answer

New users self-provision in two minutes with 9-character verbal setup codes — no IT required. The account admin generates a code from the portal (or asks support to generate one); the new user types the code into the Netexem app and the device configures with their extension, contacts, and shared resources automatically.

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We come to your office

We stay until it works

Contact questions

Call the Tustin line directly