Customer Support Policy

Version 2.7

Introduction

Customer success is a core value of OwnBackup, and outstanding support is critical to our customers’ success. This Customer Support Policy details the support you can expect from OwnBackup.

Contacting Customer Support

Search our Knowledge Base

Log a case in the OwnBackup application or on our website

Email us at support@ownbackup.com

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

OwnBackup Support Offerings

Summary

OwnBackup offers two Customer Support levels: Standard Support and Premier Support.

Standard Support Premier Support
Business Hours Live Support 24x7 Enterprise-Grade Live Support
Access to Knowledge Base Priority Routing
Online Video Onboarding session Personal Success Kickoff Session
  Named Customer Success Manager
  Quarterly Virtual Customer Success Meetings

Standard Support Details:

Benefit Details
Support Hours

Access to the support line with call routing to a Customer Support Engineer, during business hours only (excluding company holidays):

  • United States: Monday-Friday 2:00 am – 5:00 pm Eastern
  • United Kingdom: Monday-Friday 7:00 am – 10:00 pm
  • Israel: Sunday-Thursday 9:00 am – 12:00 am

Limited to business hours at one customer business location

Support Channels

Easily submit cases through the following channels:

Access to Knowledge Base Search online articles for best practices and known issues
Online Video Onboarding Session Get a quick start to your OwnBackup product through an online video session

Premier Support Details:

Benefit Details
Support Hours

Access to the support line with priority call routing to a Customer Support engineer, 24 hours a day, 7 days a week

Unlimited customer locations

Support Channels

Easily submit cases through the following channels:

Access to Knowledge Base Search online articles for best practices and known issues
Personal Success Kickoff Personalized, in-depth one-hour session with a Customer Support Engineer to tour your OwnBackup product

Target Response Times

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

Standard Support

Severity Level First Response Subsequent Updates
High 4 Business Hours 4 Business Hours
Medium 1 Business Day (9 Business Hours) 1 Business Day (9 Business Hours)
Low 1 Business Day (9 Business Hours) 2 Business Days (18 Business Hours)

Premier Support

Severity Level First Response Subsequent Updates
High 1 Hour 2 Hours
Medium 4 Hours 12 Hours
Low 8 Hours 24 Hours

Severity Definitions

Support issues are categorized and prioritized according to the severity levels below. Technical support requests within a severity level are generally processed based on the support level (Standard or Premier) and then on a first-come, firstserved basis. OwnBackup may recategorize a support incident categorized by Customer. Please keep in mind the descriptions below are guidelines and do not cover every possible condition or technical situation.

Severity Level Definition Examples
High Complete service failure, severe degradation in service, real data loss/ corruption in a Production environment with no workaround
  • Customer cannot access a critical business OwnBackup application
  • Jobs are not running (backup and/or restore)
  • The customer needs help in restoring data into the production environment due to real data loss/corruption incident
  • Data integrity issues
  • Security issues
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

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 or printers;
  • 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 (these types of requests should be directed to our Professional Services team).

 

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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