Summary
This guide provides detailed information for Ooma Enterprise customers on how to effectively engage with the support and operations teams. It outlines the business hours for support, which are Monday to Friday from 8 AM to 8 PM EST, and specifies that non-service impacting requests will be addressed during these hours according to response time SLAs. For urgent issues that impact service, customers can submit a ticket via the support portal or email with the word 'URGENT' in the subject line. The guide also details the process for reporting issues, including the necessary information to provide for effective resolution. Additionally, it explains how to use the Ooma Enterprise Support Portal for ticket submission, tracking, and communication with the support team. Response times are categorized by priority, ranging from low to urgent, with specified initial and follow-up response times. The escalation path for various support issues is also included, along with billing inquiries and access to invoices.
