See status.mypurecloud.com for PureCloud’s operational, system availability, and incident information.
|Resource Center, eLearning
Enhanced Professional Support (voice)
|License of Collaborate Pro, Communicate, or Engage||Enhanced Professional Support|
|Web portal support
8:00am to 5:00pm
|License of Collaborate Pro, Communicate, or Engage|
For Severity 1 only
|License of Collaborate Pro, Communicate, or Engage||Phone numbers|
Do the following before opening a ticket by phone or through the web portal:
- Do some basic troubleshooting. See Troubleshooting before calling Support.
- Make sure to understand which problems PureCloud Support is responsible for handling. See Customer areas of responsibility.
- Gather the following:
- Organization short name. Click Admin > Account Settings > Organization Settings.
- Organization ID. Click Admin > Account Settings > Organization Settings and click Advanced.
- Conversation ID (How do I get this?)
- Description of the issue and its business impact
Also note the following:
- Include any other information to help us analyze your issue, such as configuration files, screen shots of errors, and console logging.
- Report each issue separately so it can be individually tracked to a successful resolution. Avoid grouping issues together for best results.
- For resolution of critical (Severity Level 1) issues, a designated contact must be available at all times to work with PureCloud Support.
Both parties can mutually redetermine the assigned severity level for a problem during the problem resolution process, but PureCloud Technical Support has the final authority as to the actual designation.
|1 – Critical Impact (Code Red)||The customer is experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround.|
|2 – High Impact||The customer is able to perform job functions but performance is degraded or severely limited.|
|3 – Medium Impact||The customer’s ability to perform job functions is largely unaffected, but noncritical functions or procedures are unusable or hard to use. A workaround is available.|
|4 – Low Impact||The customer is experiencing minimal system impact. Concerns include feature requests and other non-critical questions.|
All target initial response times apply to business hours Monday through Friday, 8:00am to 5:00pm customer local time. Except for Severity 1 or Critical impacting incidents, these are supported and responded to 24x7x365.
|Severity level||Standard initial response time|
|1 – Critical Impact (Code Red)||10 min. (phone)|
|2 – High Impact||1 business hour (web)|
|3 – Medium Impact||2 business hours (web)|
|4 – Low Impact||1 business day (web)|
Support Engineers aim to reach resolution of your issue within the following target restoration times.
|Severity level||Restoration target|
|1 – Critical Impact (Code Red)||PureCloud uses all reasonable efforts to continue to work on the problem until service is restored. Mean time to restore is 15 minutes.|
|2 – High Impact||PureCloud uses all reasonable efforts to continue to work on the problem until service is restored. Mean time to restore is 72 hours.|
|3 – Medium Impact||N/A|
|4 – Low Impact||N/A|
Root cause analysis
When an outage is resolved, the Priority 1 case moves to either a Resolution Proposed or Closed state, and Support creates a follow-up case as a Priority 3 for the root cause analysis (RCA) of the outage.
PureCloud Support provides the customer with a status update from the Priority 1 case at time of closure. The update contains a brief explanation of the outage and an initial RCA, which briefly describes the known cause of the issue. If a complete RCA is not available at the time of the closing of the Priority 1 case, then the case is not closed until Support completes a follow-up investigation.
Support provides a comprehensive RCA to the customer within five business days of the resolution of the outage. If the customer requires additional documentation, then the customer can make such request by opening a new ticket. The ticket must include the ticket number of the original trouble reported and contact information for distributing the documentation. If the customer requires a follow-up discussion in addition to the documentation, then the customer can add this request to the ticket. A meeting is then coordinated when the final document is delivered.
Stale case policy
To maintain a high quality of service and prioritize issues appropriately, PureCloud Support requires that all tickets are actively worked on by the designated contact. Tickets that have not been adequately responded to in three business days are subject to closure with advanced notice. Likewise, tickets that are in Resolution Proposed status, with no reported issues, are closed at the end of the third business day.