For the largest enterprises and wholesale accounts with the most complex and mission-critical communication needs, our Ascend Support Package represents the pinnacle of strategic partnership and proactive excellence. This comprehensive tier offers unparalleled strategic guidance, executive engagement, and tailored insights to optimize your entire CPaaS ecosystem.
Key Features of Ascend Support:
24/7 Support Availability: Our most senior support engineers are available around the clock, 365 days a year, for immediate assistance with your most critical needs.
Service Level Agreement (SLA) Response Time: Backed by a robust Service Level Agreement, you receive the highest priority and fastest guaranteed response times for all your inquiries.
Platform Notifications: Stay informed with real-time updates on platform status and any service advisories via https://status.wavecell.com/.
Information Portal: Access a comprehensive suite of developer resources and documentation through our Information Portal at https://developer.8x8.com/connect.
Email Support: Get assistance by reaching our support team directly via email at cpaas-support@8x8.com.
Platform Uptime Commitment: 99.95%: We are committed to maintaining a high level of platform uptime for all our customers, ensuring consistent service reliability.
Web Support (Connect): Easily submit and manage your support inquiries through our Connect portal at https://connect.8x8.com/support.
Web Chat Support (Connect): For quick questions and immediate assistance, leverage our Web Chat Support directly from the Connect portal https://connect.8x8.com/.
Dedicated Support Channel: Benefit from direct and efficient communication lines, including Slack, WhatsApp, and Viber, for immediate and seamless interactions.
Dedicated Support Engineer: A named engineer is assigned to your account, offering personalized, in-depth expertise and a consistent point of contact for your support needs.
Specialized SenderID Registration Support: Receive specialized assistance to speed up your brand and SenderID registration processes, going beyond the standard Connect SID Module.
Omnishield - SMS Fraud Prevention: Protect your SMS traffic with Omnishield, our advanced SMS fraud prevention feature available directly within Connect.
Customer Success Management: Benefit from a named Customer Success Manager who provides strategic guidance and acts as a dedicated partner to ensure your success.
Guidance Rooted in Expertise: Leverage our deep knowledge through your dedicated Success Manager and Support Engineer, who will work with you on available solutions for seamless integration with our products and services.
Quarterly Strategy Meetings: Engage in regular meetings to align on your business goals and plan how our products and features can help you succeed.
Quarterly Business Reviews: Your dedicated CSM will review your product usage and performance (SMS, Messaging Apps, Voice, Video), including Root Cause Analysis for any incidents, to provide comprehensive insights.
Tailored Data Analysis: Receive customized reports and insights from your available data that are not readily available in Connect, helping to inform your business decisions.
Preference-Based Alerts: Configure email alerts based on your preferred delivery or conversion rate thresholds, proactively notifying you if performance drops below your desired levels.
Executive Sponsor: Benefit from an assigned Executive Sponsor (Head of Department) who serves as a direct executive escalation point for strategic discussions.
The Ascend package ensures you have the ultimate partnership and strategic advantage to maximize your CPaaS potential.
0 Comments