For non-urgent but complex issues (e.g., "How do I script a macro for FastReporter 4?"), the live chat feature (available 8 AM to 5 PM local time) is superior to phone support. It allows concurrent file sharing—technicians can send .trc files (OTDR traces) or screenshots directly to the agent for real-time analysis.
EXFO offers several self-help tools that are often faster for routine troubleshooting: EXFO support exfo customer support