Client Onboarding & Support Guide
Welcome to Crexendo
We’re excited to support your team. Whether you’re using VIP, CX Contact Center, or both, this guide will show you how to connect with us, request support, and stay in control of your service.
Let’s make this simple, effective, and tailored to your needs.
1. Meet Your Support Team
Here’s who you’ll be working with:
| Team Member | Role |
|---|---|
| CX Technicians | Support for Contact Center (routing, agents, call flows) |
| VIP Engineers | Support for VIP (phones, voicemail, mobile, softphones) |
| Service Coordinator | Manages ticket flow, scheduling, and updates |
| Help Desk Supervisor | Escalation point for critical or unresolved technical issues |
| Client Experience Director | Your advocate for strategic alignment, satisfaction, and growth |
We’re here to make support straightforward, proactive, and responsive.
2. How to Reach Us
We prioritize transparency and accountability. The best way to connect with our team is through the Client Portal.
| Contact Method | Purpose |
|---|---|
|
🟦 OneView Client Portal: |
Submit and track tickets, view status, request changes |
|
📞 Phone Support: 913-599-6900 |
For urgent issues during and after business hours |
|
🕓 After-Hours Emergency Line: 913-599-6900 |
For critical emergencies outside normal hours |
|
📘 Need a walkthrough? |
Step-by-step guide to using the portal efficiently |
3. When We’re Available
| Hours | Details |
|---|---|
| Business Support | Monday–Friday, 7:00 AM – 5:00 PM CT |
| After-Hours Support | Emergency only, billable unless defined as Critical (see Section 4) |
We always strive to be responsive and available when it matters most.
4. How We Prioritize Requests
We use a four-tier system to prioritize support based on urgency and impact. This ensures we’re always focusing where it matters most—for your business.
| Priority | What It Means | Response Target |
|---|---|---|
| 🔴 Critical | A complete outage or failure impacting all users and halting operations | Within 1 hour |
| 🟠 High | A major issue affecting multiple users with no workaround | 2–4 hours |
| 🟡 Medium | A single user or issue with a workaround available | 1 business day |
| 🟢 Standard | Low-impact changes, general questions, or cosmetic issues | 1–2 business days |
5. What’s Included vs. What Requires Approval
We believe in full transparency. Here's what’s part of your agreement—and what might require a quick conversation and approval before we proceed.
✅ Included in Your Plan
- Troubleshooting for supported systems (CX & VIP)
- Call routing adjustments
- Password resets, access issues, voicemail support
- New user setups (with proper notice)
- Coordination with platform vendors
- Basic training and portal guidance
💼 May Require Approval (Billable)
- Custom IVRs or complex call flows
- CRM or 3rd-party integrations
- On-site visits
- Bulk Moves/Adds/Changes (MACs), migrations, or project-based changes
📌 We’ll pause and confirm before doing any work that incurs cost. You stay in control.
6. Submitting Support Requests
Here’s how to keep things smooth:
- Use the OneView Client Portal for all requests. Visit support.allegiantnow.com
- Submit new hires through the “New User” form—please allow 3 business days
- You can choose to view just your tickets or all company tickets
7. Escalation Path
We’re committed to resolution and accountability. If something isn’t moving quickly enough:
- Start with your Service Coordinator – They manage all ticket activity and are your go-to for updates while our technicians focus on resolving issues efficiently.
- Escalate to the Help Desk Supervisor – They step in when technical issues are urgent or require immediate oversight to ensure timely resolution.
- Contact the Client Experience Director – Your advocate for SLA accountability and service quality.
8. Planning Ahead
| Task | What to Know |
|---|---|
| New Hires | Submit at least 3 business days in advance |
| License Requests | Minimum 2 day lead time |
| Number Porting (up to 14 Numbers) | Minimum 7 day lead time, but could take up to 10 days |
| Number Porting (15 or More) | Minimum 15 day lead time, but could take up to 20 days |
| New SMS Setup | This will normally take 30 days to implement |
| Preferred Maintenance Window | Let us know when we can schedule updates with minimal impact |
We’ll align to your schedule and minimize disruption wherever possible.
9. Authorization & Billing Controls
You choose who can request changes and approve costs. This protects your budget and avoids surprises.
🎯 During Onboarding, We’ll Ask You to Define:
| Contact Type | Responsibility |
|---|---|
| Billing Contact | Approves any billable work |
| Backup Approver | Alternate approver |
| MAC-Only Requestors | Can submit changes but not approve charges |
| Portal Admin(s) | Manage user access, ticket visibility, and permissions |
Only approved contacts can authorize changes that generate charges. If someone outside that list submits a request, we’ll check in with you first.
10. Optional: Admin Controls in the Portal
Want even more control? We can enable portal admin features so you can:
- Approve or deny changes
- See all team tickets
- Restrict visibility by role
- Manage billing permissions internally
Let us know if you’d like this feature enabled.
11. Complete Your Onboarding Checklist
To finalize your setup, please complete this quick onboarding form. It helps us align support around your team, your systems, and your preferences.
Click here to complete the Onboarding Checklist Form
What you’ll confirm in the form:
- Billing and after-hours contacts
- Authorization preferences
- Portal admin access
- Maintenance window
- Any special notes for your team