How to Escalate my Technical Support Case
Objective
Escalate a case with 8x8 Support.
Applies To
- Open 8x8 Support Tickets
Procedure
- If you have not already done so, allow Support an opportunity to resolve your issue by contacting 8x8 Technical Support.
- Once a technical support ticket is opened, log in to your 8x8 Application Panel.
- Select My 8x8.
- Select Support.
- Find the support ticket you wish to escalate.
- Select Escalate Case.
- After clicking to escalate the case, fill out the required fields to assist us in the best response.
Additional Information
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. |
Service Level Targets (SLT*): Updates
| Priority | Premium 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 |
|
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.