Support Guidelines

 

These guidelines describes how op5 Support work and how the support process looks like. The guideline is in place to facilitate fast and reliable support services to you as a support customer.

Support Plans

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

Product supportFreeBasicEnterprise
Support hoursMon-Fri 0800 – 1700 CET+1
Web-based support portalUnlimitedUnlimitedUnlimited
Email support4 tickets/year*Unlimited
Phone supportUnlimited
Response timeNext business day4 hours
Remote assistance
24×7 supportOption
Maintenance and Administration
Patches
Updates
New releases

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

Contacting Support

  • Support Website
    • Basic and enterprise plan customers may report a new Incident by creating a support ticket, or check the status of an existing support ticket by visiting the Support Website at: www.op5.com/support
  • Support Email
    • Basic and enterprise plan customers may report an Incident with the Support Team by sending an email to support@op5.com
  • Support Phone Number
    • Enterprise customers may during normal Business Hours, access op5 support services using the following dedicated telephone number: +46 31-352 56 50

Incident Handling

The op5 Support Team will be available by email and telephone to assist the Customers Designated Contact(s) in the operation of the Supported Software and to handle Incident Reports. All Incidents will be allocated a unique reference number in op5 Ticket Handling system by the op5 Support Team and shall be reported back to the Designated Contact(s) following allocation. In order for op5 to deliver fast and reliable Support the customer is obliged to:


Customers must provide the following information in the Incident Report:

  • Name
  • Email address or phone number
  • Version(s) of Supported Software being used
  • Version(s) of Supported Platform being used
  • Detailed description of technical issue

op5 reserves the right not to provide Support Services

Until the Customer has lived up to the following obligations, op5 reserves the right not to provide Support Services:

  1. Include the Customer name and the current version of the Supported Software in the Incident Report.
  2. Report all incidents directly to the Support Team’s incident logging system. [1] If unable to do so, reporting shall be made via email or telephone.
  3. When reporting an incident, the Customer shall specify those conditions prevailing at the time of the incident and the symptoms of the incident as detailed as possible to enable the Support Team to recreate the described problem.
  4. Adhering to the support guidelines and follow those instructions given by the Support Team regarding utilization of the Supported Software.
  5. After reasonable notice, grant the Support Team free access to the Customer’s facilities to the extent deemed necessary by the Support Team to provide Support Services in accordance with the Agreement.
  6. Accepting all the responsibility and liability for testing all software updates and configuration changes made by, or at the request of, the Support Team, if not otherwise agreed upon in writing.
  7. If the Support Technician is unable to resolve the problem over the phone or via email, the Support Technician will recommend to the Customer the next course of action to be taken.

[1]: op5 Professional Partners are required to provide 1st line support to their customers.

op5 Support Process

op5 strives to deliver the highest quality technical support services for op5 and related software. When a Customer contacts our Support Team with an Incident Report, our Support Technicians work to resolve the issue as quickly as possible. In order to ensure fast problem resolution, Incidents are routed through our knowledgeable team of 1st, 2nd, and 3rd line Support Technicians. If the incidents are due to bugs in the Supported Software, our Support Technicians report the bugs to the op5 Research and Development Team, thus ensuring fast bug resolution.

Incidents may be submitted via a dedicated email address, via the Support Website or via telephone.

Note: op5 Professional Partners are required to provide 1st line support to their customers.

The normal process for handling an incident is as follows:

  1. op5 support processA Support Technician takes the initial Incident Report and triages to the appropriate resources within the op5 Support Team. All incidents will be allocated a unique reference number by the Support Team and are reported to the Designated Contact(s) following allocation. The Support Technician’s goal is to resolve the incident on the first call.
  2. If the incident cannot be resolved on the first call, the Support Technician will work through the incident by doing research, working in the test lab, or engaging other resources within the Support Team or op5. The Support Technician’s responsibility is to maintain close contact and communication with the Customer during this process.
  3. If the appropriate progress on the incident is not being made, the incident is escalated to 2nd and 3rd line Support Technicians. The Customer will be notified when an incident is escalated to other Support Technicians.
  4. Once the incident is resolved, a Support Technician will notify the Customer of resolution and close the appropriate support ticket(s).
  5. A support ticket will be closed automatically if the Customer have not responded a request from op5 Support within six (6) weeks.

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