The Nextiva team is always quick to help when something isn't working as intended or I need help changing policies. They are true to their SLA and any downtime we have experienced in the last 4 years has been clearly communicated before hand.

They have provided service to our company for about 4 years and we went from a PBX to them as our first experience with a fully cloud based PBX product. We loved the UI and how it flows nicely, BUT we wished it worked better and that we would not have to call in when the changes we made in the UI were not effective or worked as anticipated because of a disconnect between the UI and the backend of Nextiva. Know that this is NOT going to act like an on-site PBX and you should anticipate higher volumes of help calls when you go to a system like this, which we had to learn the hard way. Being from a non-profit and having a smaller than normal staff pool, the system definitely makes it harder to support, for all involved, when you have a workforce not used to technology. We also had a disappointing experience with the Nextiva phone app, which I, still to this day, have it forwarding to my regular cell phone number to prevent me from missing (due to not ringing) or having regular dropped calls through the app - it has been over a year since I made this change. The app is also not reliable enough to support one of our lines of business that involves first responders - it would consistently drop calls or not ring when people needed our help. We ended up switching providers for this department because Nextiva was unable to meet our needs for this team. The last, but not the least thing I would like to mention is that their support people are responsive and relatively quick to respond when a ticket is entered, but when Nextiva releases updates that regularly break things that were working or don't address things that have been broken for some time, it makes it very hard to appreciate their support if you just get ticket-fatigue from the volume of tickets you have to put in.