Customer Support is a core value of OwnBackup, and outstanding support is critical to our customers’ success. We offer tiered packages based on your needs and that align with the complexity of your OwnBackup deployment to give you the power of choice.
The OwnBackup Customer Support team supports the following products:
OwnBackup offers two Support levels in its Success plans: Standard and Premier. The Premier plan includes all features of the Standard plan.
Customer Support will target the following response and update times for support issues based on the issue’s priority and the Customer’s support package.
Business Hours – Refer to the company’s working hours, excluding company holidays.
Calendar Hours – These are regular full-day hours covering everything round the clock.
Support issues are categorized and prioritized according to the levels below. Technical support requests within a priority level are generally processed based on the plan (Standard or Premier) and then on a first-come, first-served basis. OwnBackup may recategorize a support incident categorized by the customer. Please remember that the descriptions below are guidelines and do not cover every possible condition or technical situation.
OwnBackup must be able to reproduce errors to resolve them. The Customer agrees to cooperate and work closely with OwnBackup to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis.
If required to address the Customer’s issue, OwnBackup may access the data the Customer stores in the OwnBackup Services, as follows. OwnBackup may ask the Customer to send OwnBackup screenshots, or share screens with OwnBackup via videoconference/remote session, to help OwnBackup understand and diagnose the issue. If the issue requires further escalation within OwnBackup’s support or engineering teams, specifically authorized OwnBackup personnel may access the Customer’s data through OwnBackup’s production system in accordance with OwnBackup’s security, privacy and confidentiality policies and procedures for the exclusive purposes of handling Customer’s support case. For the avoidance of doubt, in all such cases, access to the Customer’s data would be for the sole purpose of addressing the Customer’s support issue and would be subject to OwnBackup’s security, privacy and confidentiality safeguards referenced in the Subscription Services Agreement between OwnBackup and Customer.
OwnBackup supports each release of a managed package (currently Archive, Secure, and Secure for Shield) made generally available during the immediately prior 365-day period, at any given time. Customers are eligible for support and troubleshooting on any release made generally available within this range. Code changes and fixes will be delivered on the most current release.
Customer Support does not include any of the following:
OwnBackup may change its Customer Support plans from time to time at its sole discretion. No reduction in the Premier Support plan will take effect for a given Customer during the Customer’s paid term.
