8x8 CPaaS Support Packages
Reliable support, designed for every stage of growth
Whether you’re scaling operations, optimizing critical communications, or responding to fast-moving markets, our support plans ensure your communication infrastructure stays resilient, secure, and aligned with your business goals.
What you can do with 8x8 CPaaS Support
Our support packages aren’t just for when things go wrong - they’re designed to help you operate more smoothly, securely, and confidently.Work smarter with experts
Resolve issues faster through dedicated engineers and direct channels like Slack or WhatsApp.
Protect your traffic
Get built-in fraud detection with Omni Shield to stop threats before they impact delivery or cost.
Maintain continuity
When issues arise, round-the-clock support helps you minimize disruption and maintain a consistent customer experience.
Make informed decisions
Higher tiers offer regular reviews, insights, and alerts to help you optimize performance.
Support that scales with you
Standard
Great for teams with predictable usage and lower urgency. Get reliable support during business hours with access to core tools and platform resources.
Access
For growing teams who want peace of mind. With 24/7 availability and built-in fraud protection, Access ensures your messaging stays on track - even after hours.
Accelerate
Built for businesses that need fast, hands-on support. Accelerate gives you SLA-backed response times, a named support engineer, and direct access via Slack or WhatsApp.
Ascend
Designed for high-scale or high-impact use cases. Add executive sponsorship, tailored data insights, quarterly strategy reviews, and a dedicated Customer Success Manager to keep your operations and goals aligned.
Choose the right plan for your business
| Feature / Tier | Standard | Access | Accelerate | Ascend |
|---|---|---|---|---|
| Support Hours Access expert support during designated service times |
Business Hours | 24/7 | 24/7 | 24/7 |
| Response Commitments Defined response times for fast resolutions of inquiries |
Best Effort | SLO | SLA | SLA |
| Platform Uptime Commitment High availability to keep services running smoothly |
SLO | SLO | SLA 99.95% | SLA 99.95% |
| Web & Email Support Submit and manage your support requests through 8×8 Connect or directly via email |
✅ | ✅ | ✅ | ✅ |
| Information Portal On-demand access to a comprehensive library of developer resources and documentation |
✅ | ✅ | ✅ | ✅ |
| Web Chat Support Instant assistance for quick questions via web chat in 8×8 Connect |
— | ✅ | ✅ | ✅ |
| Dedicated Engineer & Channel Direct access to a named engineer via preferred channels – Slack, WhatsApp, or Viber – for rapid resolution of issues |
— | — | ✅ | ✅ |
| Dedicated Engineer & Channel Direct access to a named engineer via preferred channels – Slack, WhatsApp, or Viber – for rapid resolution of issues |
— | — | ✅ | ✅ |
| Specialized Sender ID Registration Support Expert guidance to accelerate brand and Sender ID registration processes |
— | — | ✅ | ✅ |
| Omni Shield – Fraud Prevention Advanced AIT Fraud prevention to safeguard your communications |
Lite | Basic | Basic | Advanced / Custom |
| Customer Success Management Strategic guidance and partnership from a dedicated Customer Success Manager (CSM) |
— | — | — | ✅ (Named CSM) |
| Guidance Rooted in Expertise Tailored solutions from an experienced Success Manager and Support Engineer |
— | — | — | ✅ |
| Executive Sponsor A designated Head of Department serving as an executive escalation point for strategic discussions |
— | — | — | ✅ |
| Quarterly Strategy Meetings & Reviews Regular sessions with your CSM to align on goals, review usage and performance, and conduct Root Cause Analyses when needed |
— | — | — | ✅ |
| 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 |
— | — | — | ✅ |
| Price All plans come with a 12-month fixed rate, so you enjoy price certainty for the year |
Free | $500 per month | $2500 per month | $5000 per month |
AIT Fraud prevention with Omni Shield
Omni Shield, included with all support tiers, empowers businesses to detect and prevent Artificially Inflated Traffic (AIT) with Traffic Anomaly Detector and Phone Number Intelligence.
It automatically flags suspicious behavior, sends real-time alerts, and blocks threats before they impact your campaign delivery or costs.
Core Benefits (All Plans)
✔️ Real-time monitoring for abnormal traffic patterns
✔️ Automatic threat detection and blocking
✔️ Email alerts with suspicious activity details
Lite
✔️Email notifications for potential fraud based on standard/default thresholds.
✔️ Available for Standard Plan.
Basic
✔️ Email notifications for potential fraud based on standard/default thresholds.
✔️ Ability to pause traffic for specific operators directly in 8x8 Connect.
✔️ Standard traffic threshold limit.
✔️ Available for Access and Accelerate Plans.
Advanced/Custom
✔️ Email notifications for potential fraud based on standard/default thresholds.
✔️ Ability to pause traffic for specific operators directly in 8x8 Connect.
✔️ Customizable traffic threshold sensitivity for fraud detection alerts.
✔️ Available for Ascend Plan.
Ready to scale smarter?
Explore your support options and get started today.
Talk to an Expert
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