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
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.
Availability: System outages should be reported using the PureCloud outage support numbers 24×7.
|Location||Operational availability (non-outage issues)|
|Americas||M-F, 8:00am – 5:00pm EST|
|APAC||M-F, 8:00am – 5:00pm AEST|
|EMEA||M-F, 9:00am – 6:00pm CET|
|JAPAN||M-F, 9:00am – 5:30pm JST|
For resolution of critical (Severity Level 1) issues, a designated contact should prepare to be available at all times to work with PureCloud Support.
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.
|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.|
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 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|
We kunnen niet genoeg zeggen over de waarde die de PureCloud® services ons gebracht heeft – van betere service tot grotere efficiëntie. Het is in de toekomst zeker een pluspunt bij de potentiële uitbreiding van het vastgoed dat we beheren.
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