FAQ
Common questions
I try to answer the obvious ones here. If yours is missing, email hello@packetden.ca.
Can I keep my existing phone number?+
Yes. Most Canadian and US numbers can be ported to Packet Den. The process takes 5–10 business days and I handle the paperwork. During the transition, your old number keeps working until the port completes.
What happens if I want to cancel?+
You keep your domain, your number, and any data you want. I hand over credentials, documentation, and a migration guide. There is no exit fee and no data hostage situation. If you need another provider to take over, I will help make that smooth.
Do you work with businesses outside Canada?+
Yes. The infrastructure is remote by design. Phone numbers can be Canadian, US, or international (where Twilio supports it). Email works anywhere. I bill in CAD and accept Interac e-Transfer, PayPal, or crypto.
Where is my data hosted?+
By default, customer infrastructure runs on Canadian or European VPS providers (OVH, Hetzner, or similar) unless a specific provider or region is required. Every stack runs behind a private Tailscale/Headscale network — no public SSH, no exposed admin panels.
How is this different from RingCentral / OpenPhone / a regular VoIP provider?+
Those are SaaS platforms. You pay per-seat, you use their interface, and leaving means exporting whatever they let you export. Packet Den gives you your own infrastructure — documented, portable, and running on servers you control access to. The trade-off is that I am a small operation, not a 24/7 enterprise support desk.
Do you offer 24/7 support?+
Not a 24/7 help desk. During business hours (Mountain Time, roughly 9–5), I reply same-day. For after-hours emergencies — phone system down, email not delivering, a critical outage — I respond. Text (825) 957-2777 and you will reach me. Not every issue is an emergency, but the ones that are, I will pick up.
What happens if you get hit by a bus?+
Fair question. Every customer stack is documented with recovery steps and credential handoff procedures stored securely. In the worst case, another competent admin can pick up where I left off. I also keep a succession plan in writing.
Can I manage things myself?+
Yes. You get read-only access to dashboards, logs, and monitoring by default. If you want admin access to the underlying tools, I can set that up — but I recommend keeping it read-only unless you specifically need to tinker. The stack is designed to run without daily attention.
What do I need to provide to get started?+
A domain (I can help buy one), a rough idea of what you need, and which country your data should stay in. Sign up in the customer portal, pick a plan, and subscribe — or email me and I'll reply with a recommendation.
Can you build something custom that is not listed on the site?+
Probably. If you need a self-hosted tool, an internal API, a custom n8n workflow, or something else that does not fit the standard services — tell me about it and I will quote it as a one-off project.
Did not find your question?
Sign up in the portal, pick a plan, and subscribe — or email me with questions.