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8x8 Support

Global Support Service Descriptions

Overview

The 8x8 Technical Support team is the central point for incident management on all 8x8 services.

Applies To

  • 8x8 Support

Details

Learn how to contact 8x8 Support here.

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 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 3 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 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 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.

*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

New Years Day

Independence Day

Thanksgiving Day

The Day After Thanksgiving

Christmas Day

Europe

M-F, 8 A.M. - 6 P.M. 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 A.M. - 6 P.M. SGT

ANZ: +61 180 064 8574

Direct: +61 1300088917

New Year’s Day

Good Friday

Easter Monday

ANZAC Day

Christmas Day

Boxing Day

Call Quality Checklist 

When logging a fault please be prepared to supply information to help diagnose issues, for example:

  1. What is happening? For example, no audio / one way audio / break up of audio / delayed speech / echo / robotic / static noise?
  2. Is it on all calls or is it intermittent?
  3. Does it affect one single phone, a few, or all phones? 
  4. Has the call been tried on another phone? 
  5. Is the issue on incoming calls, outgoing calls, or both? 
  6. Does the issue happen on internal calls? 
  7. What was displayed on the phone at the time of the call and afterward? 
  8. Are there any obvious patterns? For example, always at the same time of the day? Always when lots of people are taking calls?
  9. Is the internet connection stable and checks have been run?
  10. When supplying call examples for an audio trace, the following is required: 
Important-Icon.png

When collecting call samples, they need to have the following criteria:

  1. Call sample needs to be within 24 hours of the call

  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 samples from withheld numbers are acceptable, where they are few in number, as finding these calls can be time-consuming. 

Escalation Table

If you feel that a case submitted to 8x8 Support is not progressing to your expectations and within the published 8x8 Service Level Targets (SLT) stated above, we want to make sure you are able to reach the right escalation contact in 8x8 Support. Our follow-the-sun support model ensures that you will be able to reach an 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

7 A.M. - 5 P.M. CET
6. A.M. - 4.A.M. GMT 

Tier 1 Lead

Indrajeet Nag 

+1 669-281-5015 

indrajeet.nag@8x8.com

Horia Barcsy

+1 669-268-0181

horia.barcsy@8x8.com

Joseph Panackal

+1 805-284-9637

joseph.panackal@8x8.com

Cheyenne Davies 

+44 020 3948 5016

cheyenne.davies@8x8.com

Tier 1 Team Manager

Ishneet Singh

+1 202-985-1365

ishneet.singh@8x8.com

Sanjeeve Vellingiri

+1 202-985-1367

sanjeeve.vellingiri@8x8.com

Vlad Radutac

+1 408-824-1022

vlad.radutac@8x8.com

Grace Medina

+1 213-336-5224

grace.medina@8x8.com

Vlad Radutac

+1 408-824-1022

vlad.radutac@8x8.com

Jana Goree

+44 020 3955 9073

jana.goree@8x8.com

Tier 1 Director

Dipen Shah

+1 209-362-3905

dipen.shah@8x8.com

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

7 A.M. - 5 P.M. CET
6. A.M. - 4 P.M. GMT 

UK 

9 A.M. - 5:30 P.M. GMT

Tier 2 Lead / Team Manager

Ken Leung 

Manager, T2 US

+1 (408) 335-4769
ken.leung@8x8.com

Anthony Tjiong 

Manager, T2 APAC

+61 2 8310 8561

+1 (669) 770-8871
anthony.tjiong@8x8.com

Victor Mocan

Manager, T2 ROM

+1 (408) 617-5977
victor.mocan@8x8.com

Lucian Nimigean

Manager, T2 ROM
+1 209-364-3240
lucian.nimigean@8x8.com

Chris Woods

Team Lead, T2 UK

+44 20 7096-6093
christopher.woods@8x8.com

Mohsin Nawaz

Team Lead, T2 UK

+44 20 3826 1383

mohsin.nawaz@8x8.com

Tier 2 Sr. Manager

 

 

 

 

Director/Senior Director, Customer Support

Matthew Vincenty

Director, T2 US

+1 209-816-5791 
matthew.vincenty@8x8.com

 

 

Lucian Pleianu

Director, T2 ROM/APAC

+1 669-245-4661

lucian.pleianu@8x8.com

 

 

Lucian Pleianu

Director, T2 ROM/APAC

+1 669-245-4661

lucian.pleianu@8x8.com

 

 

Christian Augustine

Director, T2 UK

+44 20 3824 6310

christian.augustine@8x8.com

 

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

7 A.M. - 5 P.M. CET
6. A.M. - 4.P.M. GMT 

+4420 3953 5407

UK 

9 A.M. - 5:30 P.M. GMT

+4420 3953 5407

Tier 2 Lead / Team Manager

Ken Leung 

Manager, T2 US

+1 (408) 335-4769
ken.leung@8x8.com

Anthony Tjiong 

+61 2 8310 8561

+1 (669) 770-8871
anthony.tjiong@8x8.com

Mohsin Nawaz

+44 20 3826 1383

mohsin.nawaz@8x8.com

Chris Woods

+44 20 7096-6093
christopher.woods@8x8.com

Mohsin Nawaz

+44 20 3826 1383

mohsin.nawaz@8x8.com

Chris Woods

+44 20 7096-6093
christopher.woods@8x8.com

Tier 2 Sr. Manager

 

 

 

 
Director, Customer Support

Matthew Vincenty

Director, T2 US

+1 209-816-5791 
matthew.vincenty@8x8.com

 

Lucian Pleianu

+1 669-245-4661

Director, T2 Romania and APAC

lucian.pleianu@8x8.com

 

Lucian Pleianu

Director, T2 Romania and APAC

+1 669-245-4661

lucian.pleianu@8x8.com

Christian Augustine

Director, T2 UK

+44 20 3824 6310

christian.augustine@8x8.com

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