Avaya customers and business partners may need help with an enterprise phone system, contact center, unified communications platform, Avaya Cloud Office account, software download, license, billing issue, support entitlement, service outage, OneCare login, or technical incident. Avaya currently routes most customer and partner support through its Avaya Support and OneCare systems rather than relying on one telephone number for every product.
How to Contact Avaya Customer Service
- Avaya Main U.S. Contact: 1-866-462-8292 / 1-866-GO-AVAYA
- Avaya Support: Avaya Technical Support and Knowledge Base
- Avaya OneCare: Open and Manage Avaya Support Requests
- Contact Avaya: Avaya Contact Center
- Avaya Cloud Office U.S. Support: 1-866-282-9245
- Avaya Cloud Office Hours: Monday-Friday, 8 a.m.-8 p.m. ET; after-hours assistance is available for qualifying service-outage situations
- Corporate Headquarters: Avaya LLC, 350 Mt. Kemble Avenue, Morristown, NJ 07960
- Official Website: Avaya.com
Avaya provides enterprise communications and customer-experience software used by businesses, government agencies, contact centers, healthcare organizations, financial institutions, and other large organizations.
Current Avaya offerings include Avaya Infinity, Avaya Nexus, Avaya Government Cloud, unified communications products, contact-center technology, enterprise telephony, and related professional and support services.
Best Avaya Support Route by Issue
- Technical problem: Sign in to Avaya OneCare and open a technical-support ticket for the affected product or service.
- Major service outage: Use the product-specific urgent or Priority support route rather than a general sales or corporate contact.
- Billing question: Use Avaya OneCare and select the appropriate invoice or billing-support option.
- Software or firmware download: Sign in through Avaya Support using the account associated with the customer’s support entitlement.
- License issue: Use Avaya Support or OneCare and provide the Sold To, contract, license, or system information requested.
- OneCare or SSO login problem: Use the Business Partner and Customer Support route in OneCare for login and account-access assistance.
- Avaya Cloud Office: Use the dedicated Cloud Office OneCare portal or call 1-866-282-9245 in the United States.
- Sales or demo request: Use Avaya’s official Contact Us form rather than opening a technical-support incident.
Avaya OneCare Technical Support
Avaya’s current Contact Us page directs customers and partners to Avaya Support and Avaya OneCare for:
- Technical support
- Billing questions
- Software downloads
- Service requests
- Additional customer-support services
Most OneCare functions require a login.
First-time users may need a:
- Customer Sold To number
- Partner ID
- Authorized Avaya account relationship
If you do not know the customer or partner number, Avaya currently instructs users to open OneCare, choose the Business Partner and Customer Support tile, then select Other Requests / Support so the support team can help establish access.
How to Open an Avaya Support Ticket
The exact options vary according to the product and support agreement, but the normal process is:
- Sign in to Avaya OneCare.
- Select the support area for the affected Avaya product or service.
- Choose the appropriate technical-support or service-request option.
- Enter the customer, Sold To, subscription, or account information requested.
- Select the appropriate priority or impact level.
- Describe the problem in detail.
- Attach logs, screenshots, configuration information, or other requested files when appropriate.
- Submit the request and save the ticket or service-request number.
Keep the case number when calling for updates or escalation.
Information to Have Before Contacting Avaya
For technical support, gather:
- Avaya product name
- Software or firmware version
- Customer Sold To number
- Support contract or subscription information
- System or site identifier
- Error messages
- Date and time the problem began
- Number of users or sites affected
- Recent upgrades or configuration changes
- Troubleshooting already completed
- Existing Avaya ticket number
For a service interruption, explain the operational impact rather than merely stating that a feature is not working. This can help Avaya determine the appropriate incident priority.
Avaya Cloud Office Customer Support
Avaya maintains a separate support process for Avaya Cloud Office.
Current U.S. support options include:
- Avaya Cloud Office Support: 1-866-282-9245
- Online: Avaya Cloud Office through the OneCare Portal
- U.S. Phone Hours: Monday-Friday, 8 a.m.-8 p.m. ET
- After-Hours Support: Available for qualifying service-outage situations
Avaya specifically recommends using the OneCare ticket system or telephone support for outage situations rather than reporting urgent outages by email.
Cloud Office customers can use support for issues involving:
- Service outages
- Calling problems
- Account administration
- Billing
- User or extension changes
- Devices
- Service configuration
The previously listed 8 a.m.-8 p.m. ET schedule applies to Avaya Cloud Office U.S. support and should not be treated as a universal schedule for every Avaya product.
Avaya Billing Support
Avaya currently routes billing questions through OneCare.
For billing or invoice disputes:
- Sign in to OneCare.
- Open the customer-support area.
- Select the relevant invoice or dispute-management option.
- Identify the invoice, account, subscription, or contract involved.
- Explain the disputed amount or requested correction.
- Save the service-request number.
Useful records include:
- Invoice number
- Invoice date
- Customer account or Sold To number
- Purchase order
- Contract or subscription
- Payment record
- Previous correspondence
Do not publish invoices, contracts, account identifiers, system credentials, or private enterprise network information in a public review.
Avaya Software Downloads and Licensing
Avaya’s support system provides access to downloads, documentation, licensing tools, knowledge articles, and service requests.
Access can depend on:
- The customer’s product
- Support entitlement
- Sold To relationship
- Partner status
- Subscription
- Software version
If software or license downloads that should be available do not appear in an account, the issue may involve the user’s support-site profile or customer relationship rather than the Avaya product itself.
Use the OneCare customer-support route when the correct Sold To information or entitlement is missing.
Avaya Support for Business Partners
Many Avaya systems are sold, deployed, and supported with authorized business partners.
For some customers, the first support route may therefore be the Avaya partner that:
- Sold the system
- Installed the equipment
- Maintains the support contract
- Provides managed services
- Handles system changes
Avaya provides an official Partner Locator for customers seeking an Avaya partner.
Before escalating directly to Avaya, determine whether the contract identifies Avaya or the business partner as the first-line support provider.
Avaya Service Outages and Urgent Problems
For an enterprise communications outage, gather the most important impact details immediately:
- Which service is unavailable?
- How many locations are affected?
- How many users are affected?
- Are incoming calls, outgoing calls, or both affected?
- Is emergency or public-safety communications affected?
- When did the outage begin?
- Were changes made immediately before the outage?
- Is there an existing case number?
Use the product-specific urgent-support route available under the customer’s support agreement.
Do not rely on Avaya’s general headquarters number for a time-sensitive production outage when an Avaya OneCare incident route is available.
How to Escalate an Avaya Customer Service Complaint
- Open or update the appropriate Avaya OneCare service request.
- Record the ticket number and priority.
- Document the operational or business impact.
- Keep timestamps of calls, emails, outages, and support responses.
- Provide logs and screenshots through secure Avaya support channels when requested.
- If an existing incident is not progressing appropriately, request escalation through the active support case.
- Include the Avaya account team or authorized partner when the support contract requires their involvement.
Avaya Customer Service Reviews and Complaints
CustomerServiceNumbers.com currently displays 0 out of 5 stars based on 0 Avaya customer reviews.
Because no reviews have been submitted on this Avaya listing yet, there is not enough firsthand CustomerServiceNumbers.com feedback to identify reliable positive or negative trends involving Avaya technical support, enterprise software, billing, software updates, service response times, contact-center products, or Cloud Office.
The previous version of this page described customers praising Avaya’s features and scalability while reporting complaints involving software updates, technical support, and customer-service response times. Those statements were not supported by reviews submitted to this CSN listing and should not be treated as CustomerServiceNumbers.com review findings.
About Avaya
Avaya is an enterprise communications and customer-experience software company serving large businesses, government organizations, contact centers, and other institutions.
Current Avaya products and platforms include:
- Avaya Infinity
- Avaya Nexus
- Avaya Government Cloud
- Unified communications products
- Contact-center platforms
- Enterprise voice and telephony
- Devices and endpoints
- Professional and support services
Avaya currently identifies the U.S. corporate entity and headquarters as:
Avaya LLC
350 Mt. Kemble Avenue
Morristown, NJ 07960
Jeff Clarke became Chief Executive Officer of Avaya on August 3, 2026. Patrick Dennis, the previous CEO, transitioned to Executive Chair.
Frequently Asked Questions
What is the Avaya customer-service phone number?
Avaya’s current main U.S. contact number is 1-866-462-8292, also written as 1-866-GO-AVAYA.
How do I contact Avaya technical support?
Use Avaya Support and the Avaya OneCare Portal. Customers can open and track service requests based on their product, account, contract, and support entitlement.
What are Avaya customer-service hours?
Avaya does not publish one universal support schedule for every product. Hours depend on the product, region, support agreement, and incident type. Avaya Cloud Office U.S. support currently lists Monday-Friday, 8 a.m.-8 p.m. ET, with after-hours support for service outages.
What is the Avaya Cloud Office support number?
U.S. Avaya Cloud Office customers can call 1-866-282-9245.
How do I open an Avaya support ticket?
Sign in to Avaya OneCare, choose the appropriate product or service-support option, provide the requested customer and system information, describe the problem, select the applicable priority, and submit the request.
What if I cannot sign in to Avaya OneCare?
Use OneCare’s Business Partner and Customer Support area and select Other Requests / Support. Avaya says first-time users may need a Customer Sold To or Partner ID number.
Where is Avaya headquartered?
Avaya LLC is headquartered at 350 Mt. Kemble Avenue, Morristown, New Jersey 07960.
Who is the CEO of Avaya?
Jeff Clarke became Avaya’s Chief Executive Officer on August 3, 2026. Patrick Dennis now serves as Executive Chair.
Related Business Communications Customer Service Pages
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers and businesses locate customer-service information and share customer-service experiences since 2004. The site is independent and is not owned or operated by Avaya LLC, an Avaya business partner, telecommunications carrier, reseller, managed-service provider, or software vendor.
Share Your Avaya Customer Service Experience
If you contacted Avaya about an enterprise phone system, contact center, OneCare login, technical incident, software download, license, billing issue, Cloud Office problem, outage, support contract, or another customer-service concern, describe the product involved, support route used, whether a ticket was created, how Avaya or its partner responded, and whether the issue was resolved.
Privacy warning: Do not publish Avaya account credentials, Sold To numbers, support-contract numbers, passwords, network addresses, private telephone extensions, configuration files, license keys, system logs containing sensitive information, invoices, employee information, or private customer-service correspondence in a public review.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent consumer-information and review website and is not affiliated with Avaya LLC, an Avaya partner, reseller, carrier, or managed-service provider. CustomerServiceNumbers.com cannot access Avaya systems, open enterprise support cases, resolve outages, change configurations, download licensed software, modify subscriptions, correct invoices, reset OneCare accounts, or respond on behalf of Avaya. Support numbers, hours, products, licensing systems, support entitlements, and corporate information can change. Verify important information through Avaya’s official Support and OneCare resources.