Support Overview

End-User Support
It is the resellers responsibility to provide customer support at all levels to the end-user. Xila Broadband will never contact your customer directly, we only deal directly with our clients. In some cases it may be necessary for us to contact your customer, but only upon our request and with your permission. Even if we do contact your customer we never reveal our identity.

Our BACC systems offers many account provisioning options which allows our resellers to rectify most technical issues. Most issues with a customers service are "common issues" meaning the are the most common issues we experience and in almost all cases the solution is documented in our knowledgebase.

For some issues opening a ticket with our tech support team may be nessary. Tickets can be opened directly from a customers account in BACC.

Client Tech Support
Xila Broadband offers a ticket system accessible from BACC. Using this system clients can submit a ticket to the Xila Broadband technical support staff for any issue a customer may be experiencing that cannot be solved from within the BACC system or that does not have a solution in our knowledgebase. Our support team answers tickets during normal business hours with an average 2-3 hour response time. We are available to help with any issue involving configuration or troubleshooting of the services we provide. We do not support "foreign" equipment that is not documented in our knowledgebase, for this reason we suggest you choose any sourced equipment (such as DSL modems) wisely.

Billing Support
If you have an issue with your wholesale billing you'll need to contact our billing department using the "Ask a Question" tool. When you sign up for the Xila Broadband reseller program you will be instantly assigned an account representative and you will be provided with their contact email and telephone number, you can contact this person in regards to issues with your reseller account as well. In addition, real-time invoice history is accessible 24.7 from within BACC to view and print as well.

May we suggest?

Wholesale DSL & VoIP Reseller Program Overview
Learn the basics from all angles about the reseller program.

Common Questions
Have questions? Check our FAQ before contacting us.

Contact us with your questions
If you have questions before getting started feel free to contact us.

Equipment Drop Shipping
A list of devices offered via the drop ship program, including modems and ATA's.