Customer Support Policy

Version 2.9

Introduction

Customer support is a core value of OwnBackup, and outstanding support is critical to our customers’ success. We offer tiered packages that are based on your needs and align with the complexity of your OwnBackup deployment to give you the power of choice.

Contacting Customer Support

Search our Knowledge Base

Log a case in the OwnBackup application or on our website

Email us at support@ownbackup.com

Phone: Request a Technical Support Call Back form on our website

OwnBackup Support Offerings

OwnBackup offers two Support levels in its Success plans: Standard and Premier. The Premier plan includes all features of the Standard plan.

Standard Support Details:

BenefitDetails
Support Hours

Access to Technical Support during business hours (excluding company holidays)

  • 9:00AM – 6:00PM Monday to Friday
  • 9:00AM – 6:00PM Sunday to Thursday (Israel-based customers only)

Business hours are limited to one defined customer time zone

Support Channels

Easily submit cases through the following channels:

Access to KnowledgeSearch online articles for best practices and known issues, utilize the Customer Support Portal to track cases
Premier Support Details:
Benefit Details
Support Hours 24 hours a day, 7 days a week, 365 days a year
Support Channels Easily submit cases through the following channels:
Access to Knowledge Search online articles for best practices and known issues, utilize the Customer Support Portal to track cases
Prioritized SLA See Support SLA table for full details on first and next response

Support SLA

Customer Support will target the following response and update times for support issues, based on the priority of the issue and Customer’s support package.

Standard Support

Severity LevelFirst ResponseSubsequent Response
High4 Business Hours4 Business Hours
Medium1 Business Day (9 Business Hours)1 Business Day (9 Business Hours)
Low2 Business Day (18 Business Hours)2 Business Days (18 Business Hours)

Premier Support

Severity LevelFirst ResponseSubsequent Updates
High1 Calendar Hour2 Calendar Hours
Medium4 Calendar Hours12 Calendar Hours
Low8 Calendar Hours24 Calendar Hours

Business Hours – Refer to the company’s working hours, excluding company holidays.
Calendar Hours - Are regular full-day hours and they cover everything round the clock.

Priority Definitions

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 keep in mind the descriptions below are guidelines and do not cover every possible condition or technical situation.

Priority LevelDefinitionExamples
HighReal data loss/corruption in a Production environment with no workaround, complete service failure, severe degradation in service.
  • The customer needs help in restoring data into the production environment due to real data loss/corruption incident
  • Customer cannot access a critical business OwnBackup application
  • Jobs are not running (backup and/or restore)
  • Data integrity issues
  • Security issues
MediumMinor service impacts or noncritical bugDifficulty integrating new non-production environment with OwnBackup
LowMinor service impact or feature enhancement request. Customer is able to access almost all business resources.How-to question or feature enhancement request

General

Reproducing Errors

OwnBackup must be able to reproduce errors in order to resolve them. 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.

 

Access to Customer Data

If required to address Customer’s issue, OwnBackup may access the data Customer stores in the OwnBackup Services, as follows. OwnBackup may ask 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 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 Customer’s data would be for the sole purpose of addressing 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.

 

Excluded Items

Customer Support does not include any of the following:

  • Assistance with Salesforce issues and errors with Salesforce Platform
  • Assistance in developing customizations
  • Assistance with non-OwnBackup products, services or technologies
  • Assistance with installation or configuration of hardware, including computers, hard drives, networks
  • Troubleshooting issues with in-house developed apps
  • Troubleshooting issues with integrations you’ve built for the OwnBackup apps
  • Assistance with any code that is developed outside of or in addition to the core OwnBackup products, for example, custom code developed by Customer or OwnBackup’s consulting team under a statement of work
  • Training on the product, setup and configuration questions, or business process questions

 

Changes to Customer Support Plans

OwnBackup may change its Customer Support plans from time to time in its sole discretion. No reduction in the Premier Support plan will take effect for a given Customer during the Customer’s paid term.

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