8x8 User Administration Services Data Sheet

Overview of User Administration Services

At 8x8 we strive to provide you with the maximum return on your investment by making your success our top priority. To that end, 8x8 offers you a full range of support service levels, starting with Standard service level support, and advancing to Premium and Premium Plus service levels, or a-la-carte options like User Administration Services.

User Administration Services is an offering aimed at Enterprise customers that want to outsource the routine end-user configuration changes of your 8x8 services to a team of specialists that can efficiently and accurately handle modifications, additions, changes, and deletions (MACD services).

Benefits

Global services team dedicated to User Administration Services
User Administration Services for 8x8 8x8 Work or 8x8 Call Center products
Case submission through your 8x8 Customer Portal
24-hour service level target for all User Administration cases

Available Services

8x8 offers a range of User Administration Services to adapt to your needs so you can proactively keep your solution fully optimized and keep your focus on meeting your business goals. 8x8 has created a full suite of support services that address your needs, ensuring success while mitigating risks. The services offered vary between the 8x8 Work and the 8x8 Call Center solutions.

8x8 Work

8x8 Work UA Services	Notes / Examples
New User Set-Up	Provision brand new user Create User profile Give User an extension Activate Desk Phone
User Change Request	Change User's extension number Change User's CLI Update email address Change Device
Deactivate / Off-board Users	The licenses will be made inactive and then can be reactivated with new user details

Contact Center

8x8 Call Center UA Services	Notes / Examples
New User Set-Up	Profile creation Call queue creation Group creation
Change Request	Skill assignment Profile / Agent Agent assignment to queue(s) Priority level of queue assignment Audio file upload (Customer must provide the file in the correct format)
Deactivate / Off-board Users	Profile deletion Call queue deletion Group deletion

User Administration Service Level Targets (SLT*)

Any issue with a User Administration case needs to be raised to 8x8 Customer Support as a regular technical support case. All Technical Support cases have an SLT based on their case severity and Service Level as follows:

Severity	Standard	Premium & Enterprise	Severity Definition
S1	1 hour	30 minutes	Production down: Production system, application or critical feature/function is down.
S2	4 hours	2 hours	Production impaired: A major feature or function is not working correctly and is blocking the full use of the 8x8 system, but basic functions and features are working.
S3	1 business day	4 hours	Minor issue: A minor issue is impacting the usability of the system, but a workaround is available and major features and functions are working correctly.

Support Contact Information & Hours

Global Contacts

The 8x8 Support Knowledge Base provides:

Support Portal for case management, knowledge base search, and chat.
Technical resource connection via live chat.
Answers to questions regarding Support of Portal access.

Regional Hours of Operation, Contact Information

Region and Hours	Support Phone	Observed Office Holidays
US M-F, 5 am - 6 pm PST	Toll Free: +1 888 898 8733 Direct: +1 408 687 4120	New Years Day Independence Day Thanksgiving Day The Day After Thanksgiving Christmas Day
Europe M-F, 8 am - 6 pm GMT	UK: + 44 2070966060	New Year’s Day Easter Monday Christmas Day St. Stephen’s Day / Boxing Day May Day Spring Bank Holiday Summer Bank Holiday
APAC M-F, 9 am -6 pm SGT	ANZ: +61 180 064 8574 Direct: +61 1300088917	New Year’s Day Good Friday Easter Monday ANZAC Day Christmas Day Boxing Day

Talk to us about your support needs

We are here to make sure you get the right level of support for your business. You will find links to further information below. If you have any questions, contact your 8x8 Account Manager.