8x8 User Administration Services Data Sheet

Updated: 07/01/2024

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.