Here are some of the most frequently asked questions regarding our Premium Support packages:
What are the different Support Packages available?
We offer four distinct support packages: Standard (Free), Access ($500), Accelerate ($2,500), and Ascend ($5,000), each designed to cater to varying levels of support needs and business scales. All packages require a 12-month minimum commitment.
How do I upgrade my subscription?
You can upgrade your subscription at any time. This can be done via 8x8 Connect Portal Support page https://connect.8x8.com/support . You may also reach out to your Account manager.The billing for the upgraded subscription will commence at the start of your next billing cycle, which is fixed on the 1st of each month.
How do I downgrade my subscription?
To downgrade your subscription, you can do so within the last two months of your current 12 month lock-in period. This can be done via 8x8 Connect Portal Support page https://connect.8x8.com/support.The downgrade will take effect at the start of your next 12-month lock-in period.
What is the Support Availability for each package?
Standard Support is available from 8 am to 5 pm SGT. Access, Accelerate, and Ascend packages provide 24/7 support to ensure your operations run smoothly at all times.
What is the Response Time Commitment for each package?
Standard Support operates on a Best Efforts basis. The Access package offers a Service Level Objective, while Accelerate and Ascend packages are backed by a Service Level Agreement, ensuring timely and prioritized response to your inquiries.
Are Platform Notifications available for all packages?
Yes, Platform Notifications are available for all support packages. You can stay updated on platform status at https://status.wavecell.com/.
Is there an Information Portal for support?
Yes, an Information Portal is available for all packages, providing access to resources and documentation at https://developer.8x8.com/connect.
Is Email Support provided with all packages?
Yes, Email Support is included in all support packages. You can reach our support team by emailing cpaas-support@8x8.com.
What is the Platform Uptime Commitment?
We commit to a 99.95% Platform Uptime for all support packages, ensuring reliable service for all our customers. This is a standard offering for everyone.
Is Web Support available?
Yes, Web Support is available for all packages via https://connect.8x8.com/support.
Is Web Chat Support available?
Web Chat Support is available for Access, Accelerate, and Ascend packages via https://connect.8x8.com/. Standard Support does not include Web Chat Support.
Is there a Dedicated Support Channel available?
Dedicated Support Channels are available for Accelerate and Ascend packages, providing a direct and efficient communication line. Available channels right now include Slack, Whatsapp and Viber.
Is a Dedicated Support Engineer assigned?
Dedicated Support Engineers are assigned to Accelerate and Ascend packages, offering personalized and expert support.
Is there Specialized SenderID registration support?
Specialized SenderID registration support is available for Accelerate and Ascend packages. Helping you to speed up your brand registration. For Standard and Access packages registration can be done via the Connect SID Module.
Is Omnishield - SMS Fraud Prevention available?
The Omnishield feature in connect , which is 8x8’s SMS fraud prevention feature, is available for Accelerate and Ascend.
Is Customer Success Management available?
Customer Success Management is exclusive to the Ascend package, providing strategic guidance and partnership. A named Customer Success Manager will be assigned to you.
Is Guidance rooted in expertise available?
Guidance rooted in expertise is offered with the Ascend package, leveraging our deep knowledge and experience to assist your business. Our dedicated Success Manager and Support Engineer will work with you on all the available solutions offered for seamless integration with our products and services. (i.e. Guidance on available integrations,
8x8 CpaaS API expertise)
Are Quarterly Strategy Meetings included?
Quarterly Strategy Meetings are part of the Ascend package, allowing for alignment and planning with our team. The goal is to discuss how our products and features can help your business succeed.
Are Quarterly Business Reviews provided?
Quarterly Business Reviews are conducted for Ascend package customers, offering performance analysis and insights. Your dedicated CSM will review all your product usage (SMS , Messaging Apps, Voice and Video) and performance. And discussion on Root Cause Analysis for any incidents.
Is Tailored Data Analysis available?
Tailored Data Analysis is provided with the Ascend package, offering customized insights to inform your business decisions. Providing custom reports for the available data that are not readily available in Connect.The data is still subject to the regular data retention policy.
Are Preference-Based Alerts available?
Preference-Based Alerts are offered with the Ascend package. Based on your preferred delivery rate or conversion rate threshold. An email alert will be triggered should your delivery rate or conversion rate is lower than the threshold you preferred.
Is there an Executive Sponsor available?
An Executive Sponsor is available for Ascend package customers, serving as an executive escalation point (Head of Department).
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