Premium Support Subscription

Our pricing is designed to reflect the significant value and peace of mind delivered through our premium services. This is a strategic investment in your application's uptime, performance, and long-term success, providing direct access to dedicated experts, proactive monitoring, and a premier SLA. For a personalized quote that aligns with your specific needs, please contact our sales team.

• Premium Support Frequently Asked Questions

  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). 

• Ascend Support Package – Ultimate Strategic Partnership and Proactive Excellence

  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.

• Accelerate Support Package – Dedicated Expertise and Proactive Partnership

  For enterprises with critical applications and a need for dedicated, proactive support, our Accelerate Support Package delivers unparalleled expertise and partnership. This tier is designed to embed our specialists more deeply into your operations, driving efficiency and minimizing downtime.

  Key Features of Accelerate Support:

  
  24/7 Support Availability: Our top-tier support engineers are available around the clock, every day of the year, ready to assist with any critical issue.

   

  Service Level Agreement (SLA) Response Time: Benefit from a binding Service Level Agreement that guarantees timely and prioritized responses to your inquiries, ensuring critical issues are addressed swiftly.

   

  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 rapid issue resolution.

   

  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.

  
  The Accelerate package provides the dedicated resources and proactive measures necessary for seamless, high-performance CPaaS operations.

• Access Support Package – Enhanced Accessibility and Responsiveness

  For growing businesses that rely on consistent communication, our Access Support Package provides a significant enhancement over Standard Support, offering greater accessibility and a commitment to faster service. It’s perfect for companies looking for more responsive support without needing a fully dedicated team.

  Key Features of Access Support:

   

  24/7 Support Availability: Our expert support team is available around the clock, 24 hours a day, 7 days a week, ensuring assistance whenever you need it.

   

  Service Level Objective (SLO) Response Time: Your inquiries receive prioritized attention with a defined Service Level Objective for response times, ensuring timely engagement from our team.

   

  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/.

   

   

  The Access package ensures your business benefits from enhanced responsiveness and continuous support, keeping your communications robust and reliable.

• Standard Support Package – Foundations of Reliability

  We believe every customer deserves reliable support to power their communications. Our Standard Support Package is designed to provide essential assistance, ensuring a solid foundation for your CPaaS journey. It’s ideal for businesses managing less critical applications or those just beginning to explore the power of our platform.

  Key Features of Standard Support:

   

  Support Availability: Access to our expert support team during standard business hours, 8 am - 5 pm SGT.

   

  Response Time Commitment: We operate on a "Best Efforts" basis to resolve your inquiries efficiently.

   

  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.

   

   

  With our Standard Support, you have the essential tools and access points to keep your communications flowing smoothly.