Support

When purchasing our products you also get access to our support services. op5 provide product support that goes well beyond what you experience with other commercial software companies – delivered by people with years of industry experience. The op5 Support Team is a team of highly skilled software engineers with several years experience in system administration and system integration. The team members have a deep understanding of our software applications. Each of our support engineers is certified for our solutions and is backed by the engineering team who designed and developed the product. Armed with this expertise, we are able to resolve issues quickly.

Support Plans

The support plans correlate to the chosen subscription plan for op5 Monitor.

Product support	Free	Entry	Enterprise
Support hours	Mon-Fri 0800 – 1700 CET+1
Web-based support portal	Unlimited	Unlimited	Unlimited
Email support		4 tickets/year*	Unlimited
Phone support			Unlimited
Response time		Next business day	4 hours
Remote assistance
24×7 support			Option
Maintenance and Administration
Patches
Updates
New releases

* you can buy 3 additional support tickets to your basic support plan

Multiple support channels

Access to Product Experts

You get access to our product and network management experts with long experience from network monitoring and management. The support team has an excellent track record and high service level.

Guaranties and Warranties

As a support customer you benefit from guaranteed response time to reported issues and for our appliances you get a 3 year hardware warranty with next business day on-site service. Read more about the support terms and conditions.

Knowledge Base

Get access to all our information sources to learn and maximize the use of our products.

Free upgrades and access to new plug-ins

As a op5 customer you always getting access to new product versions without extra charge.
You can also access beta versions for testing before public release.
op5 also provide new plug-ins and check commands to our customers.

Professional Services and Training

Get discount on Product Training courses led by op5 product specialists. The courses are available as basic, advanced and on site (customized). We and our professional partners also provide development and consulting services.

What our customers say

The following statistics are extracted from a customer support survey in October-November, 2011:

100 % are satisfied with the professionalism of our support engineers
100 % are satisfied with the effectiveness of the provided support solution
90% are satisfied with time to resolution
100% are satisfied with telephone support quality
95 % are satisfied with e-mail support quality
100% are satisfied with ease of accessing support
94 % thinks that they can reach op5 Support on the phone when needed

Quotes from satisfied customers

This was the first time when I wrote to op5 support. The handling of the case was brilliant. The responses were useful and fast. I have experience with Cisco and Juniper support. I think op5 support is similar good, but more fast then the above mentioned companies support.
Tamas Horvath, Telvice Solutions Ltd.

When we at one point got into a serious hardware problem in our op5 server, we got professional help to save the system and getting our “eyes on the IT environment” up and running again.
Marcus Feltsen, System 3R

Thank you very much for your instructions and I just want to say that the customer and I (their consultant) are very impressed by op5 as product and company.
Jimmy Jonsson, Plexor

“I receive incredible good service from op5 support – they are fast, professional and courteous. I have the answers and solutions to my problems more quickly than I had expected. You can be proud of your great support organization“
Björn Bondeson, Pro4U

Thanks very much for the outstanding service! Your company is leaps and bounds above other companies I work with. Thanks again.
Anonymous

Thank you for fast and knowledgeable support!
Anonymous

I just want to say that I am very pleased with the support I received earlier today. My problem was resolved quickly and safely.
Anonymous

THANK YOU! Once again, I have received prompt and professional help from eminent support staff at op5. The staff is always 110% service minded and keen that issues are resolved before the case is closed. I have had help with everything from bugs in the system to pure user training and I am delighted that the staff really knows their application on their fingers ...
Anonymous