docs: add Phone System public service guide

2026-03-13 21:46:11 +00:00 · 2026-03-13 21:46:11 +00:00 · 72bd0f8d05
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+# Phone System
+
+**Document Type:** Service Guide
+**Date:** March 2026
+**Version:** 1.0
+
+---
+
+## Contact Numbers
+
+**Main:** (506) 404-0055
+**Email:** hey@dbits.ca
+**Text:** (506) 404-0055 (SMS supported)
+
+## Business Hours
+
+Monday to Friday, 8:00 AM to 5:00 PM Atlantic Time.
+
+After hours, calls go directly to voicemail. We will return your call on the next business day.
+
+## When You Call
+
+### If We Recognize Your Number
+
+You skip the menu entirely. Your call goes straight to our team. No buttons to press.
+
+### If We Don't Recognize Your Number
+
+1. You hear a brief greeting
+2. **Have a ticket number?** Press 1, then enter your ticket number when you're ready (take your time, no rush)
+3. **No ticket number?** Just stay on the line. The menu will play automatically after a few seconds.
+
+### Department Menu
+
+- **Press 2** for repairs and technical support (English)
+- **Press 3** pour le service en francais (reparations)
+- **Press 5** for managed services and accounts (English)
+- **Press 6** pour les services geres (francais)
+- **Press 0** to leave a voicemail
+
+If you don't press anything, your call goes to voicemail.
+
+## Voicemail
+
+- Leave a message up to 2 minutes long
+- Your voicemail is transcribed and a support ticket is created automatically
+- You will receive a text message confirming we got your voicemail
+- We will call you back as soon as possible
+
+## Text Messages (SMS)
+
+You can text (506) 404-0055 directly. Your message creates a support ticket and our team will follow up.
+
+## Missed Calls
+
+If we miss your call and you don't leave a voicemail, a support ticket is still created for known contacts and we will call you back. You will receive a text message letting you know.
+
+## Ticket Numbers
+
+Your ticket number is the number shown on your support ticket (e.g., 2607814). If you call back about the same issue, entering your ticket number connects your call to the existing ticket so our team has full context.