Contact Five9 Customer Support Now options
- Use the Customer Support Portal. The Customer Support Portal is where you create, update, and view your cases online and where you access and search our comprehensive knowledge base. To access the portal, simply log in to your virtual contact center application portal from the Customer Login Page and select "Customer Support."
- Email us. You can reach us at cases@five9.com. Sending an email automatically creates a case with your problem description.
- Call us. Talk to our Five9 Customer Support agents in the US by calling 1-866-553-1459 or internationally by calling +1-925-218-2325.
Priority 1: Critical Problem
• Production system is down which precludes customer from successful operation of either the total system or
component critical to operation and require immediate attention.
• Recurring server connectivity issue
• Majority of clients repeatedly crash or hang
• Data loss or data corruption
• Complete audio loss on all agent interface
• Primary interface non functional
• No agents /Five9 user can log in or connect
• Unable to receive incoming calls or dial outbound calls
Priority 2: Serious Problem
• Critical component of production environment has significant outages and/or failures precluding its
successful operation and for which there is no acceptable workaround. The issue affects a significant
number of users.
• Critical deployment issue or question
• Campaign will not run
• Campaign stopped suddenly
• Cannot install the software
• Inability to use a major product feature or Incorrect
Feature behavior (i.e., does not conform to
specifications) ex. If voice recording in non functional.
Priority 3: Moderate Problem
• A problem exists with a major feature within the product, but most of the functions are still usable, and
some circumvention may be required to provide service.
• Incorrect or inappropriate error messages
• Voice and data not in sync
• Request for additional lines, users, recording ports,
DNIS, etc.
• Predictive dialer issues (dial errors, etc.) this can also
require us to suspend business given the nature of the
dialing error
Priority 4: Minor Problem
• Critical component of production environment has significant outages and/or failures precluding its
successful operation and for which there is no acceptable workaround. The issue affects a significant
number of users.
• Cosmetic issues with user interface or Five9
functionality
• Functionality inconsistencies
• Issues not preventing the use of any critical Five9
functionality
• Incorrect window control behavior
• Request for additional feature