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: Access expert support 24/7.
Service Level Agreement (SLA) Response Time: Defined response times for fast resolutions of 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%: High availability to keep services running smoothly.
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: Expert guidance to accelerate brand and Sender ID registration processes.
Omnishield - SMS Fraud Prevention: Advanced AIT Fraud prevention to safeguard your communications.
Customer Success Management: Strategic guidance and partnership from a dedicated Customer Success Manager (CSM).
Guidance Rooted in Expertise: Tailored solutions from an experienced Success Manager and Support Engineer.
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: Custom reports and insights beyond standard Connect dashboards to inform better business decisions.
Preference-Based Alerts: Configurable email alerts based on performance thresholds, proactively notifying you of any significant changes.
Executive Sponsor: A designated Head of Department serving as an 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