Global Support Service Descriptions

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

Service Level Targets (SLT*): Updates

*SLT’s are not service level agreements - there will be no financial penalties if targets are not achieved

Regional Hours of Operation, Contact Information 

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: 

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

Tier 2 Support

Tier 2 Partner Support