PureCloud Support and Feedback
PureCloud is committed to excellent experiences for all our customers. Our system is designed and tested to perform at the highest levels, and our platform architecture is built to recover almost instantly from issues. But even with our continuing vigilance things can (and do) go wrong, so we have several ways to get the support you may need.
You can always check live PureCloud operational, system availability, and incident information at the PureCloud Status site.
PureCloud provides the following Technical Support offerings:
|Support offering||Collaborate (free)||Communicate||PureCloud|
|Web portal support
8:00am to 5:00pm EST
|Voice support for Severity 1
PureCloud Help Menu
|From the PureCloud Help menu:|
To access the PureCloud web portal, click here to sign.
Note: Only a designated contact can access the PureCloud web portal. For all others with issues, use the Help >Get Help feature or contact your company’s IT department.
Note: You must be a designated contact at your organization to contact PureCloud Technical Support.
Outage reporting calls are prioritized and handled according to severity level. Support Engineers aim to respond to each ticket with our target initial response times and reach resolution within our target restoration times.
PureCloud outage support numbers
Availability: System outages should be reported using the PureCloud outage support numbers 24×7.
LocationOperational availability (non-outage issues)AmericasM-F, 8:00am – 5:00pm ESTAPACM-F, 8:00am – 5:00pm AESTEMEAM-F, 9:00am – 6:00pm CETJAPANM-F, 9:00am – 5:30pm JST
Before calling Support
For resolution of critical (Severity Level 1) issues, a designated contact should prepare to be available at all times to work with PureCloud Support.
Support Response and Restoration
To address problems in a relevant order we assign a severity rating to each request. The assigned severity level for a problem may be mutually re-determined by both parties during the problem resolution process, but PureCloud Technical Support shall have the final authority as to the actual designation.
Severity LevelDefinition1 – 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 ImpactThe customer is able to perform job functions but performance is degraded or severely limited.3 – Medium ImpactThe 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 ImpactThe customer is experiencing minimal system impact. Concerns include feature requests and other non-critical questions.
Target Initial Response Times
Severity 1 or Critical impacting incidents are supported and responded to 24x7x365. For all other levels target initial response times are limited to business hours Monday through Friday, 8:00am to 5:00pm customer local time.
Note: Reproducible errors that cannot be resolved promptly will be escalated for further investigation and analysis.
Severity LevelStandard initial response time1 – Critical Impact (Code Red)10 min. (phone)2 – High Impact1 business hour (web)3 – Medium Impact2 business hours (web)4 – Low Impact1 business day (web)
Target Restoration Times
Support Engineers aim to reach resolution of your issue within the following target restoration times.
Severity LevelRestoration target1 – 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 ImpactPureCloud uses all reasonable efforts to continue to work on the problem until service is restored. Mean time to restore is 72 hours.3 – Medium ImpactN/A4 – Low ImpactN/A
We can’t say enough about the value our PureCloud® services have brought us – from improved service to increased efficiencies. It will certainly be a selling point in the future as we potentially expand the properties we service.