Overview of User Administration Services
At 8x8 we strive to provide you with the maximum return on your investment by making your success our top priority. To that end, 8x8 offers you a full range of support service levels, starting with Standard service level support, and advancing to Premium and Premium Plus service levels, or a-la-carte options like User Administration Services.
User Administration Services is an offering aimed at Enterprise customers that want to outsource the routine end-user configuration changes of your 8x8 services to a team of specialists that can efficiently and accurately handle modifications, additions, changes, and deletions (MACD services).
Benefits
Global services team dedicated to User Administration Services
User Administration Services for 8x8 8x8 Work or 8x8 Call Center products
Case submission through your 8x8 Customer Portal
24-hour service level target for all User Administration cases
Available Services
8x8 offers a range of User Administration Services to adapt to your needs so you can proactively keep your solution fully optimized and keep your focus on meeting your business goals. 8x8 has created a full suite of support services that address your needs, ensuring success while mitigating risks. The services offered vary between the 8x8 Work and the 8x8 Call Center solutions.
8x8 Work
8x8 Work UA Services | Notes / Examples |
|---|---|
New User Set-Up |
|
User Change Request |
|
Deactivate / Off-board Users |
|
Contact Center
8x8 Call Center UA Services | Notes / Examples |
|---|---|
New User Set-Up |
|
Change Request |
|
Deactivate / Off-board Users |
|
User Administration Service Level Targets (SLT*)
Any issue with a User Administration case needs to be raised to 8x8 Customer Support as a regular technical support case. All Technical Support cases have an SLT based on their case severity and Service Level as follows:
Severity | Standard | Premium & Enterprise | Severity Definition |
|---|---|---|---|
S1 | 1 hour | 30 minutes | Production down: Production system, application or critical feature/function is down. |
S2 | 4 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 | 1 business day | 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. |
Support Contact Information & Hours
Global Contacts
The 8x8 Support Knowledge Baseprovides:
Support Portal for case management, knowledge base search, and chat.
Technical resource connection via live chat.
Answers to questions regarding Support of Portal access.
Regional Hours of Operation, Contact Information
Region and Hours | Support Phone | Observed Office Holidays |
|---|---|---|
USM-F, 5 am - 6 pm PST | Toll Free: +1 888 898 8733 Direct: +1 408 687 4120 | New Years DayIndependence DayThanksgiving DayThe Day After ThanksgivingChristmas Day |
EuropeM-F, 8 am - 6 pm GMT | UK: + 44 2070966060 | New Year’s DayEaster MondayChristmas DaySt. Stephen’s Day / Boxing DayMay DaySpring Bank HolidaySummer Bank Holiday |
APACM-F, 9 am -6 pm SGT | ANZ: +61 180 064 8574 Direct: +61 1300088917 | New Year’s DayGood FridayEaster MondayANZAC DayChristmas DayBoxing Day |
Talk to us about your support needs
We are here to make sure you get the right level of support for your business. You will find links to further information below. If you have any questions, contact your 8x8 Account Manager.