Overview
The 8x8 Technical Support team is the central point for incident management on all 8x8 services.
Applies To
- 8x8 Support
Details
Read how to Contact 8x8 Technical Support.
Customer Responsibilities
As an 8x8 customer, the customer is responsible for the following items:
- Service identifier: Providing a valid service identifier such as site name, address or telephone number when reporting an incident to 8x8 Support
- Authorized representatives: Provide and maintain a list of authorized technical representatives who can act on behalf of the organization, and be contacted by the 8x8 Premium Support team
- Checking equipment: Checking that equipment is cabled and powered correctly, including phones, routers, etc
- Diagnostics: Completing first-level diagnostic checks before raising a case with 8x8 Support
8x8 Premium Support Responsibilities
8x8 Premium Support is responsible for the following items:
- Support: Support will be provided via chat, telephone, and the 8x8 Support Portal (My 8x8)
- Case Number: Issue a unique reference number for each new incident raised
- Monitoring: Monitor each incident through to completion
- Status updates: Provide an update on the status/progress as agreed with the customer
- Confirmation: Confirming when an incident has been resolved
Diagnostics are undertaken by a Premium Support engineer and are designed to determine the cause of the incident and ensure appropriate action is taken (e.g., incident logged to third party provider). The customer will then be updated and if needed, the issue will be escalated to our Global Applications Support or Network Operations Center team. The engineer will own the case through to resolution utilizing the resources required to resolve the issue. When the issue is resolved, changes completed, and/or the questions are answered, the customer will be further updated and 8x8 will request acceptance to resolve the case. 8x8 will make a maximum of three requests before the case will then be set to be closed unless anything further is heard from the Customer. Fix times will vary depending on the incident type, type of customer premises equipment (CPE), and network infrastructure components of the solution.
8x8 Quality of Service
The Customer is responsible for procuring at its own cost, Internet connectivity; and for ensuring that all aspects of the applicable network environment(s) adhere to the standards and requirements specified in 8x8’s Documentation (being those user manuals and X Series Technical Requirements related to the 8x8 VoIP service offering posted to www.8x8.com, but excluding marketing materials). Additionally, the Customer must make sure that the 8x8 VoIP service offering is configured appropriately to the proposed use. As 8x8’s VoIP service offerings rely on the transmission of electronic data over the Internet and various other networks that are not owned or operated by, or under the control of, 8x8, 8x8 is not responsible (or liable) for any delay, loss, alteration or interception of data in the course of its transmission through and between networks not owned and/or operated by 8x8.
Service Level Targets (SLT*): Initial Response
| Priority | Premium Support | Severity Definition |
|---|---|---|
| S1 | 30 Minutes | Production down: Production system, application, or business-critical feature/function is down. |
| S2 | 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 | 24 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. |
Service Level Targets (SLT*): Updates
| Priority | Premium Support | Severity Definition |
|---|---|---|
| S1 | Every 4 hours until resolution | Production down: Production system, application, or business-critical feature/function is down. |
| S2 | Every 24 hours (business days) | 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 | Every 36 hours (business days) | 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. |
*SLT’s are not service level agreements - there will be no financial penalties if targets are not achieved
Regional Hours of Operation, Contact Information
| Region and Hours | Support Phone Number | Observed Office Holidays |
|---|---|---|
USA M-F, 5 A.M. - 6 P.M. PT |
Toll Free: +1 888 898 8733 Direct: +1 408 687 4120 |
|
Europe M-F, 8 A.M. - 6 P.M. GMT |
UK: + 44 2070966060 |
|
APAC M-F, 9 A.M. - 6 P.M. SGT |
ANZ: +61 180 064 8574 Direct: +61 1300088917 |
|
Call Quality Checklist
When logging a fault, be prepared to supply information to help diagnose issues, for example:
- What is happening? For example, no audio, one way audio, break up of audio, delayed speech, echo, robotic, static noise?
- Is it on all calls or is it intermittent?
- Does it affect one single phone, a few, or all phones?
- Has the call been tried on another phone?
- Is the issue on incoming calls, outgoing calls, or both?
- Does the issue happen on internal calls?
- What was displayed on the phone at the time of the call and afterward?
- Are there any obvious patterns? For example, always at the same time of the day? Always when lots of people are taking calls?
- Is the internet connection stable and checks have been run?
- When supplying call examples for an audio trace, the following is required:
- Call sample needs to be within 24 hours of the call
- Number calling (Full number with Area code)
- Number called (Full number with Area code)
- Date and time of call
- Call direction
Preferred call examples are from landline numbers. As mobile calls have too many variables to take into account. Call samples from withheld numbers are acceptable, where they are few in number, as finding these calls can be time-consuming.
Escalation Table
The Escalate Case button is visible in the upper right of the case page within the 8x8 Support Portal (My 8x8).
Our follow-the-sun support model ensures that you will be able to reach an additional escalation contact around the clock.
Tier 1 Support
| Region and Hours | USA 5 A.M. - 6 P.M. PT 12 P.M. - 1 A.M. GMT |
APAC 8 A.M. - 5 P.M. AEST 12 A.M. - 9 A.M. GMT |
EMEA/UK 9 A.M. - 6.30 P.M. CET 8 A.M. - 5.30 P.M. GMT |
|---|---|---|---|
| Tier 1 Lead | |||
| Tier 1 Team Manager | |||
| Tier 1 Director | Dipen Shah +1 (209) 362-3905 dipen.shah@8x8.com |
Dipen Shah +1 (209) 362-3905 dipen.shah@8x8.com |
Tier 2 Support
Region and Hours |
USA 5 A.M. - 6 P.M. PT 12 P.M. - 1 A.M. GMT |
APAC 8 A.M. - 5 P.M. AEST 10 P.M. - 7 A.M. GMT |
EMEA/UK 7 A.M. - 6:30 P.M. CET 6. A.M. - 5:30 P.M. GMT |
|---|---|---|---|
Tier 2 Lead / Team Manager |
|||
| Director/Senior Director, Customer Support |
Tier 2 Partner Support
| Region and Hours | USA 5 A.M. - 6 P.M. PT 12 P.M. - 1 A.M. GMT |
APAC 8 A.M. - 5 P.M. AEST 10 P.M. - 7 A.M. GMT |
EMEA/UK 7 A.M. - 6:30 P.M. CET 6. A.M. - 5:30.P.M. GMT |
|---|---|---|---|
Tier 2 Lead / Team Manager |
|||
| Director, Customer Support | Lucian Pleianu Director, T2 ROM/APAC +1 (669) 245-4661 +44 203 959 1666 lucian.pleianu@8x8.com |
Lucian Pleianu Director, T2 ROM/APAC +1 (669) 245-4661 +44 203 959 1666 lucian.pleianu@8x8.com |
|
| VP, Technical Services and Support | Timothy Volking VP, Technical Services and Support +1 (209) 410-9164 +44 207 086 6086 timothy.volking@8x8.com |
Timothy Volking VP, Technical Services and Support +1 (209) 410-9164 +44 207 086 6086 timothy.volking@8x8.com |
Timothy Volking VP, Technical Services and Support +1 (209) 410-9164 +44 207 086 6086 timothy.volking@8x8.com |