Table of Contents
- Overview
- Applies To
- 8x8 Partner Types
- Support Models: Support Model for Agency Partners
- Support Models: Support Model for Resale or Wholesale Partners
- Partner Responsibilities (Resale or Wholesale Partners)
- Access via PartnerXchange (For Resale/Wholesale Partners)
- What is a Partner ID?
- Case Management
- Contacting Support
- Global Support Service Descriptions
- Escalation Table
Overview
At 8x8, we’re all part of the partner community. We have put together the information below in response to the most frequently asked questions to assist our partners with getting the most out of our partnership.
Applies To
- 8x8 Partners (Certified and Non-Certified)
8x8 Partner Types
- Agency Partner
- Resale or Wholesale Partner
Support Models
Support Model for Agency Partners
- If an agency partner has a Letter of Agency (LOA), they will be able to raise, comment, and add attachments to an existing customer case.
- Cases are created within the My8x8 Support Portal and handled by the 8x8 Technical Support Team.
- All communication for a customer case will go to the customer contact that opened the case.
Agent Partners | Requesting an LOA (Allows PartnerXchange Access to manage cases)
Agent Partners in US and EMEA must request an LOA to be able to raise cases on behalf of the end customer.
If you are an agency partner in the US and the lowest level partner tagged on a customer account and a PartnerXchange Admin user, you can request an LOA.
- Log in to PartnerXchange.
- Go to My Account > End User Accounts.
- Select Request LOA. The customer’s primary admin will receive an email asking them to log in to the Customer Community to initiate the LOA.
Once the customer initiates the LOA, a DocuSign request will automatically be sent to the customer to sign. Once they sign, PartnerXchange is updated and the customer account will be clickable for the partner to raise and view customer cases.
Support Model for Resale or Wholesale Partners
- A resale partner is expected to provide Tier 1 level support to their own customers. If further support is required, 8x8 Support should be engaged.
- The resale partner can engage directly with 8x8 Tier 2 level support only after the resale partner has attained the Support certification.
Partner Responsibilities (Resale or Wholesale Partners)
Resale or Wholesale partners are responsible for the initial triage of the issue and collecting a complete description of the problem. The partner is required to apply troubleshooting steps and resolve any issue using 8x8's documentation or Knowledge Base articles.
Partners are to obtain credentials from the customer to log in or use screen sharing to work with customers and troubleshoot; collect call example information and create a reproducible test case of the issue; use the 8x8 Network Tools to collect network diagnostic information.
The partner is responsible for customer communication and updates.
Note:
- Resale or Wholesale Partners are required to provide Level 1 technical support and to troubleshoot customer issues prior to escalating to 8x8 Support.
- Resale or Wholesale customers should not contact 8x8 Support directly. Resale customers should first contact their resale Partner.
Contacting 8x8 Technical Support
There are two portals our Partners can use to manage support cases. These portals allow Partners to create, update, escalate, and resolve their support cases.
Accessibility to either portal is dependant upon the type of Partner status you have.
If you are a resale or wholesale partner, you will be managing your customers and will, therefore, only have use of the PartnerXchange portal.
If you are an agent partner, only your customer will have access to the My8x8 Support Portal. The My8x8 Support Portal is designed to be used by end customers only.
Customers of resale or wholesale partners do not have access to the My8x8 Support Portal.
Access via PartnerXchange (For Resale/Wholesale Partners)
Note: Agent partners can manage customer cases via PartnerXchange once an LOA has been requested. See Support Model for Agency Partners.
- Log in to PartnerXchange.
- Select PartnerXperience to access managing your cases.
What is a Partner ID?
A Partner ID (PID) is a unique identifier available assigned to every partner account worldwide. This ID is unique to each partner account and is created based on the Parent Account, Partner Type, and Region.
The PID is used in our IVR function to assist with routing your call to our Technical Support team, along with additional uses in the future.
Your Partner ID can be found by logging in to PartnerXChange. On the Home Page, you will find your PID next to your profile name.
Case Management
Whether you need to create a new case, request case updates, or escalate an existing case, follow the below steps to create, view, or escalate a case:
Create A New Partner Case
There are a few ways in which a support case can be raised in the PartnerXchange portal:
- Option 1 – Click Cases, followed by Create a Case on the PartnerXchange portal Home Page.
- Option 2 – Click Open a Case which can be found under Support > PartnerXperience > Open a Case.
- Option 3 – This option is found under My Account and is available to Admin Users only.
Process for Admin Users to Create a New Partner Case
- Log in to PartnerXChange.
- In the top right corner, next to your name, select the down arrow, then My Account.
- Navigate to the End User Accounts tab.
- Find the customer using the search bar or by sorting the columns to find the account.
- Once you find the customer, select Actions then Create Case from the dropdown menu. Note: This will only display for accounts where an order has been placed.
6. Once you are ready to create a case, you will be presented with the case creation form as below.
Note:
- Fields marked with an asterisk are mandatory fields.
- The Subject field will become the email subject for continued correspondence on the case.
- The Customer Account field is required for certain case types.
- Once you have completed all required fields, click the Submit button to create the case.
- Your case will then be routed to the appropriate team, depending on the Case Type you selected.
- You will receive an automatic email confirmation with the case number.
View An Existing Case
- Log in to PartnerXChange.
- Go to Support > PartnerXperience > View PartnerXperience Cases.
3. Select View Existing Cases.
Note: This action is only available 24 hours after the case is created.
To escalate a support case:
- Log in to PartnerXChange.
2. Go to Support > PartnerXperience > View PartnerXperience Cases.
3. Select the case in question.
4. Select Escalate Case.
Contacting Support
Our partners can contact our 8x8 Technical Support team 24 hours a day via web case, chat, and phone.
Note: We don’t recommend that certified partners use the chat option since this routes to our Tier 1 Technical Support team.
Regional Hours of Operation and 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 |
|
Certified Partner Support
Our partners who have completed our partner training program and subsequently hold an Accredited Partner status can contact our Tier 2 Technical Support directly on:
- APAC Certified Partner Support: +61 180 064 8574
- EMEA Certified Partner Support: +44 203 953 5407
- US Certified Partner Support: +1 844 248 3221
Global Support Service Descriptions
The 8x8 Technical Support team is the central point for incident management on all 8x8 services.
8x8 Premium Support Responsibilities
8x8 Premium Support is responsible for the following items:
- Support: Support will be provided via chat, telephone, and 8x8 Support Portal (My8x8 or PartnerXchange).
- 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
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.
Escalation Table
Escalating by Telephone (Certified Partners Only)
Our partners who have completed our partner training program and subsequently hold an Accredited Partner status can make use of our Partner Escalation Voicemail to escalate a case.
Should you wish to discuss an escalation you can utilise our Partner Escalation Voicemail where you can leave a message for us to contact you. Please note you will require your Partner ID (PID) number.
We insist that all Severity 1 cases are reported by contacting our Support Teams on the contact numbers detailed in the Contacting Support section above.
It is also encouraged that all support cases are escalated first before contacting us by using the 'Escalate button' in the PartnerXChange portal as detailed in the 'Case Management>Escalate a Case' section above. This is the most effecient way to escalate your case.
The Partner Escalation Voicemail can be contacted by calling the following numbers:
APAC Partner Escalation Voicemail: +61 282 017 456
EMEA Partner Escalation Voicemail: +44 203 989 4985
US Partner Escalation Voicemail: +1 206 337 6849
EMEA Partner Escalation Voicemail: +44 203 989 4985
US Partner Escalation Voicemail: +1 206 337 6849
Escalation Table
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 |