Description:  You have an issue or a question and you need to contact the Ooma Enterprise Success Team.


Resolution:


Support Hours and Escalation for Urgent Issues

All non-service impacting requests will be addressed within our regular business hours in accordance with our SLAs.

If a non-service impacting request has been received outside of business hours, this will be triaged on the next business day by our support team. 


Our support team is available 24/7 for major service impacting issues.

If you are experiencing a major service impacting issue at any time of day, please submit a ticket via support.oomaenterprise.com and by selecting 'urgent' as the priority, this will immediately trigger an escalation path to the relevant members of our team triage and assist with your issue. You can also send a email to enterprisesupport@ooma.com with the word URGENT or EMERGENCY in the subject line of the email and the same behavior will be triggered.


An example of a major service impacting issue would be all phones are not working, all inbound/outbound calling is down, or circuit is down.


Portal

Visit us at support.oomaenterprise.com

  1. Click Login or if you're new to Ooma, click Sign Up.
    • If Signing up for the first time, you will get an activation link sent to your email.
  2. Once logged in, click the + New Support Ticket link and fill in your email and add any CC's that need to be notified of the issue as well.
  3. Select your request type and provide a detailed description of your issues/question.
  4. Select your priority and click Submit.
    1. Urgent should be used for major service impacting issues only.
  5. This will then take you to the ticket where you can view it's status and see all updates. You will also receive all relevant updated via email.

Email

Email us at enterprisesupport@ooma.com

  • You can send us an email at the above address at any time.
  • All replies will be delivered back via email.

Phone

Call us at +1-866-688-6662 or +1-604-424-8647

  • Please selection option 1 from the menu to reach our support team.
  • If you know the extension of the person you're trying to reach, you may also dial it upon hearing the menu.

Desktop Client

Submit a ticket right through your Ooma Enterprise Desktop app.

  • You must be logged into your Ooma Enterprise App.  
    1. Click on the Settings options from the menu bar.
    2. Scroll to the bottom of your screen and click Contact Support.
    3. Make sure your name and email address are correct.
    4. Type in a detailed explanation of your issue or question and attach a file if necessary
    5. Click Submit. 


Mobile Client

Submit a ticket right through your Ooma Enterprise Mobile Client. 

  • You must be logged into your Ooma Enterprise App.  
    1. Click on the Settings options from the menu bar along the bottom.
    2. Select Contact Support.
    3. Make sure your name and email address are correct.
    4. Type in a detailed explanation of your issue or question and attach a file if necessary
    5. Click Submit.