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.
The OwnBackup Customer Support team supports the following products:
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
Standard Support Details:
Benefit | Details |
Support Hours | Access to Technical Support during business hours (excluding company holidays)
Business hours are limited to one defined customer time zone |
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 |
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 |
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 Level | First Response | Subsequent Response |
High | 4 Business Hours | 4 Business Hours |
Medium | 1 Business Day (9 Business Hours) | 1 Business Day (9 Business Hours) |
Low | 2 Business Day (18 Business Hours) | 2 Business Days (18 Business Hours) |
Premier Support
Severity Level | First Response | Subsequent Updates |
High | 1 Calendar Hour | 2 Calendar Hours |
Medium | 4 Calendar Hours | 12 Calendar Hours |
Low | 8 Calendar Hours | 24 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 Level | Definition | Examples |
High | Real data loss/corruption in a Production environment with no workaround, complete service failure, severe degradation in service. |
|
Medium | Minor service impacts or noncritical bug | Difficulty integrating new non-production environment with OwnBackup |
Low | Minor service impact or feature enhancement request. Customer is able to access almost all business resources. | How-to question or feature enhancement request |
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:
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.
Benefit | Details |
Support Hours |
|
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 |
First Response | Subsequent Response |
1 Business Day (9 Business Hours) | 2 Business Days (18 Business Hours) |
Business Hours – Refer to the company’s working hours, excluding company holidays.