Objective
The Enterprise Support Experience is a program designed to provide a superior level of technical support to 8x8’s strategic customers. The Enterprise Support Experience is delivered by seasoned 8x8 technical experts, who have years of product specific experience and industry knowledge.
Enterprise Support Engineers (ESE)- The 8x8 Enterprise Support team is a globally distributed team of hand picked product support engineers who are dedicated to quickly managed and resolve Enterprise Support Customer issues.
Sr Enterprise Support Engineers (Sr ESE) - 8x8’s Sr ESE's are senior-level, highly trained 8x8 product support engineers who manage and resolve complex technical support issues for their assigned Enterprise Support Customers.
Technical Account Managers (TAM) - 8x8’s TAM’s are seasoned professionals that bring a wealth of UCaaS/CCaaS industry knowledge and peripheral areas of expertise to the Enterprise Support program. The TAM’s delivers strategic and tactical technical consultation to the Enterprise Support Customers and act as customer champions during technical crisis.
How can I engage 8x8 Enterprise Support?
- Create a Case (Preferred) - Using 8x8 Support Portal to create a web case.
- Phone - Call 1-866-204-8720 (US) / +44 207 096 6060 (UK) to reach our Premium Help Desk line where the issue will be triaged and escalated to the appropriate NSE/CEM.
- StatusCast - Receive alerts on service outages with the ability to create a case if desired. To learn more about signing up for Status Page alerts, see 8x8 Status Page Registration Form.
Before Contacting Support
Review Product User Manuals
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 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 technical documentation 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 or operated by 8x8.
Call Quality Checklist
When logging a fault please be prepared to supply information to help diagnose issues, for example:
- What is happening? e.g., 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, outgoing, 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? e.g., 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?
2. Number calling (Full number with Area code)
3. Number called (Full number with Area code)
4. Date and time of call
5. Call direction
Preferred call examples are from landline numbers. As mobile calls have too many variables to take into account. Call examples from withheld numbers are acceptable, where they are few in number, as finding these calls can be time consuming.
How do I escalate an existing case?
There are two primary methods of escalating support issues. Ensure you have an existing support case logged. Escalating a case will notify the Enterprise Support leadership team to ensure the case will receive the proper attention.
- Escalate via Support Portal
- Escalate via email
Escalate via Support Portal
After a support ticket is raised, the Escalate Case button is visible in the upper right of the case page within the 8x8 Support Portal (My 8x8) if the Support case owner has not responded within 24 hours after.
Escalate via Email
Send an email to the escalation alias provided to you by the Enterprise team.
Use the following template when escalating via email:
- Case Number:
- Expected Next Step:
- Point of Contact:
- Phone Number or Email for POC:
- Additional Comments:
Enterprise Support Team Hours of Operation
Region and Hours |
Support Phone |
Observed Office Holidays |
|---|---|---|
USM-F, 6 am - 6 pm PST |
US: +1 866 204 8720 |
New Years Day Independence Day Thanksgiving Day The Day After Thanksgiving Christmas Day |
EuropeM-F, 6 am - 5 pm GMT |
UK: +44 207 096 6060 |
New Year’s Day Easter Monday Christmas Day St. Stephen’s Day / Boxing Day May Day Spring Bank Holiday Summer Bank Holiday |
Service Level Targets (SLT*): Initial Response
Priority |
Enterprise 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 |
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. |
Service Level Targets (SLT*): Updates
Priority |
Enterprise 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. |
Management Contacts
Escalation Level |
US Hours 6:00 AM - 6:00 PM PT |
UK Hours 6:00 AM - 17:00 PM GMT |
|---|---|---|
Americas/EMEA Leaders |
Luis Jimenez +1 (669) 221-1056 |
Wajid Nazir +44 20 7096 6056 |
Enterprise Support Experience Director |
Doug Lindsay +1 (213) 336-5825 |
|
Technical Account Management Sr. Director |
Timothy Volking +1 (209) 410-9164 |
|