---
title: "Escalate a Case with 8x8 Support"
slug: "escalate-a-case-with-8x8-support"
updated: 2026-06-29T15:49:16Z
published: 2026-06-29T15:49:16Z
canonical: "help.8x8.com/escalate-a-case-with-8x8-support"
---

> ## 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.

# Escalate a Case with 8x8 Support

## Objective

Escalate a case with 8x8 Support.

## Applies To

- 8x8 Support

## Procedure

1. If you have not already done so, allow Support an opportunity to resolve your issue by **contacting 8x8 Technical Support**.
2. Once a technical support ticket is opened, log in to your [8x8 Application Panel](https://apps.8x8.com).
3. Select **My 8x8**.
4. Select **Support**.
5. Find the support ticket you wish to escalate.
6. Select **Escalate Case**.
7. 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 | Standard Support | Premium Support | Enterprise Support | Severity Definition |
| --- | --- | --- | --- | --- |
| **S1** | 1 hour | 30 minutes | 30 minutes | **Production down**: Production system, application, or business-critical feature/function is down. |
| **S2** | 2 hours | 2 hours | 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 | 24 hours | 4 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

| Severity | Standard Support | Premium Support | Enterprise Support | Severity Definition |
| --- | --- | --- | --- | --- |
| **S1** | Every 4 hours until resolution | Every 4 hours until resolution | Every 1 hour until resolution | **Production down**: Production system, application, or business-critical feature/function is down. |
| **S2** | Every 24 hours (business days) | Every 24 hours (business days) | Every 8 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** | Every 36 hours (business days) | Every 36 hours (business days) | Every 1 Business day | **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.