---
title: "CPaaS partner support process"
slug: "cpaas-partner-support-process"
updated: 2026-08-25T17:12:39Z
published: 2026-08-25T17:12:39Z
canonical: "help.8x8.com/cpaas-partner-support-process"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# CPaaS partner support process

## Overview

8x8 CPaaS provides SMS and messaging services through the SMS CPaaS bundle, including 8x8 Connect (the web portal for managing outbound SMS and WhatsApp campaigns and instant alerts) and Proactive Outreach.

Support and escalate customer-reported CPaaS issues using the procedure below.

## Applies to

- 8x8 CPaaS
- 8x8 Connect (CPaaS GUI web portal)
- Proactive Outreach
- Partner support

## How to raise a CPaaS support request

Raising a CPaaS support request follows the same process as any other 8x8 support ticket. There is no separate portal or contact point.

1. Sign in to the 8x8 PartnerXchange Portal.
2. Confirm the issue relates to CPaaS. Ask the customer whether they use the 8x8 Connect portal to manage outbound SMS and WhatsApp campaigns, or their instant alerts.
3. Collect the required details from the customer. See [Required details to collect](/docs/cpaas-partner-support-process#required-details-to-collect).
4. Raise a support ticket as normal.

8x8 reviews the ticket and routes it to the appropriate specialist team. No further action is required; 8x8 provides updates on progress.

## Required details to collect

Once you confirm the issue is CPaaS-related, collect the following information from the customer and include it on the support ticket:

- A description of the issue
- The numbers affected
- Time and date of the message issue
- Reference IDs, where possible
- Customer account name
- Customer contact email address
- Whether SMS was working before
- Whether it is a new number
- Whether the number is registered for the campaign

## CPaaS onboarding

Onboarding starts automatically once CPaaS is ordered through Salesforce or a Deal Desk contact. The CPaaS account manager stays involved through contract signing. After 8x8 receives the signed contract, it raises the onboarding tickets internally and onboarding begins.

Onboarding timelines vary by country and carrier.

For onboarding escalations, contact the CPaaS account manager directly.

## CPaaS system down incidents

Customers can check the status page for real-time information on 8x8 CPaaS service availability and service incidents, including planned maintenance.

### Subscribing to status updates

Advise customers to subscribe to the status page to receive real-time updates.

## Additional resources

The following articles provide more information on CPaaS resources and support:

### Communication APIs (CPaaS and 8x8 Connect)

- Getting started with CPaaS APIs
- Developer documentation
- Guides and integrations
- UK SMS compliance
- Integration overview guides
- SMS API guides

### Proactive Outreach

- Proactive Outreach overview

### Jitsi as a Service (JaaS)

- Guides and documentation
- FAQ