Note: An active Xima Care contract is required in order to contact the Support Team. When contacting us by phone you will be prompted to provide your Chronicall Serial Key in order to validate your Xima Care coverage.
- Your serial key can be found on the Chronicall or Avaya Call Reporting home screen under Help > About Chronicall / Avaya Call Reporting.
Web Ticket
For any non-emergency, please submit a ticket using the following link:
Phone
For urgent, time-sensitive issues, you can contact us by phone during the hours listed below:
Chronicall/ACR |
CCaaS |
North & South AmericaSupport Hours: 7 a.m. to 5 p.m. MT |
North & South AmericaSupport Hours: 7 a.m. to 5 p.m. MT |
EMEASupport Hours: 9 a.m. to 5 p.m. BST |
EMEASupport Hours: 9 a.m. to 5 p.m. BST |
APACSupport Hours: 6 a.m. - 3 p.m. AEST |
APACSupport Hours: 6 a.m. - 3 p.m. AEST |
After Hours
For urgent, time-sensitive severity 1-2 issues, customers with Premium Xima Care may contact us outside of our normal business hours. Severity definitions can be found within our Xima Care Agreement (see section 5.4). Go to this page and enter your serial key for further instructions.
Office Closed / Observed Holidays
| Holiday | Date |
| New Years Day | 01 January 2026 |
| Presidents Day | 16 February 2026 |
| Memorial Day | 25 May 2026 |
| Juneteenth | 19 June 2026 |
| Independence Day | 04 July 2026 (Observed 03 July 2026) |
| Labor Day | 07 September 2026 |
| Thanksgiving Day | 26 November 2026 |
| Black Friday | 27 November 2026 |
| Christmas Eve | 24 December 2026 |
| Christmas Day | 25 December 2026 |
| Boxing Day | 26 December 2026 (Observed 28 December 2026) |