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8x8 Support

How to Escalate my Technical Support Case


I've opened a technical support ticket by contacting support and I am dissatisfied and want to escalate my case. 

Applies To

  • Open active technical support tickets. 


  1. If you have not already please allow support an opportunity to resolve your issue by contacting support: Instructions can be found here: Contacting 8x8 Technical Support.
  2. Once a technical support ticket is opened, Login to your 8x8 Application Panel and click My 8x8 and click Support to navigate and find the support ticket you wish to escalate. Find the Escalate case button.
  3. After clicking to escalate the case, Fill out the required fields to assist us in the best response. 

Additional Information

Please allow responses appropriate to the case severity level defined in the support ticket. 

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.

*SLTs are not service level agreements. There will be no financial penalties if targets are not achieved.

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