Support Options

NEW documentation: This article covers setup for OWOX BI. For the latest guides on setting up FREE connectors and Data Marts, visit the new OWOX Data Marts documentation.

Customer success is our top priority at OWOX. As your trusted partner, we offer additional services to support your Team and provide expert assistance and advice. 🙌

Support Options

	Community	Cloud Starter	Agency	Cloud Team	Enterprise
Ways to Get Help
Find the answer in the Knowledge Base at support.owox.com and GitHub	✅	✅	✅	✅	✅
Get a community-supported answer posting your Issue at GitHub	✅	✅	✅	✅	✅
Direct support for your Q&A via live chat	—	✅	✅	✅	✅
Issue support via the ticketing system (bi@owox.com)	—	✅ not covered by SLA	✅ guaranteed SLA	✅ guaranteed SLA	✅ guaranteed SLA
Billing and usage support — including invoicing, payment terms, and consumption tracking	—	✅	✅	✅	✅ custom terms
Live support via screen sharing or Google Meet with real-time assistance	—	—	—	—	✅
Priority support via a dedicated Customer Success Manager	—	—	—	—	✅
Customer Support Coverage
Setup assistance Product setup from data delivery to enablement	—	✅ Support links share	✅ Support links share	✅ Support links share	✅ Individual setup assistance
Issue localization support We help pinpoint where the problem lies, from data delivery to enablement	—	✅ not covered by SLA	✅ guaranteed SLA	✅ guaranteed SLA	✅ guaranteed SLA
Early bird release testing prior to the production update Beta features access via Customer Success	—	—	—	—	✅
Best case sharing Suggestions on best known cases and workarounds by Customer Success	—	—	—	—	✅
Use case–driven corporate training Tailored sessions based on common use cases, delivered by Customer Success	—	—	—	—	One-time
Connector Scripting Assistance Custom scripts built or modified in OWOX by request for your data sources	❌ Community-driven only	❌ Community-driven only	❌ Community-driven only	❌ Community-driven only	❌ Community-driven only
Tailored SQL Development Custom-built queries aligned with your data model and reporting goals	❌	❌	❌	❌	❌
Notifications of new releases and product issues Blocking issues, transformation results, and billing notifications (personal notification)	—	—	—	—	✅
Terms of Support
# of seats per project Number of emails and creating requests during the last 12 months	—	1	5	5	Unlimited
First response time for high-priority cases The first response to critical bugs like not showing data, or the interface being unavailable to multiple users.	—	24 hours	24 hours	24 hours	4 hour
Support hours Both email/chat touchpoints (GMT +1/+2/+3/+8/+10)	9 am – 6 pm (Monday – Friday)	9 am – 6 pm (Monday – Friday)	9 am – 6 pm (Monday – Friday)	9 am – 6 pm (Monday – Friday)	Any time (Monday – Friday)

 

 

Legacy Support Options

Important Legacy options apply to customers who subscribed before June 30, 2025.

	Basic	Business	Premium
Access to the Knowledge Base in a self-service portal Support articles and comments at support.owox.com	✅	✅	✅
Billing Support Product consumption and usage. Billing issues and payment terms	✅	✅	✅ custom terms
Support via email Ticket system via bi@owox.com	✅ not covered by SLA	✅ guaranteed SLA	✅ guaranteed SLA
Support via chat On-site chat with support agents	—	✅	✅
Live screen sharing / co-browsing Google Meet calls with screencast options, support agent consulting, and assistance	—	—	✅
# of seats per project Number of emails and creating requests during the last 12 months	1	5	Unlimited
Notifications of new releases and product issues Blocking issues, transformation results, and billing notifications (personal notification)	—	—	✅
Early bird release testing before the production update Beta features access	—	—	✅
Individual updates schedule Get ticket updates with a comfortable frequency	—	—	✅
Sharing SQL-queries Sharing troubleshooting queries	—	—	✅
First response time for high-priority cases The first response to critical bugs is when the data is not showing, or the interface is unavailable to multiple users.	24 hours	4 hours	1 hour
Support hours Both email/chat touchpoints (GMT +1/+2/+3/+8/+10)	9 am – 6 pm (Monday – Friday)	9 am – 6 pm (Monday – Friday)	Any time (Monday – Friday)
Integration questions Product setup, CRM data structure, etc.	Providing links to articles in OWOX BI Help Center	Individual setup assistance
Product adjustments Apply the new version of transformation, run historical updates, etc.		Support of solutions, provided during the Onboarding	Individual consulting, including 3rd party services: Google Tag Manager, and Google BigQuery.
Troubleshooting Discrepancy issues, setup audit, etc.

 

 

Tickets Priorities And Statuses

A ticket is an OWOX BI user's inquiry that is responded to by the OWOX BI support team according to the ticket's priority. A ticket is created automatically once you write about your issue or question to bi@owox.com or when you send a request using the Submit a request button in the OWOX BI Help Center.

Ticket priorities:

• Urgent: OWOX BI interface is unavailable to multiple users. Data transferred with OWOX BI is deleted, damaged, or unavailable due to a service malfunction
• High: Problems with core functionality, difficulty accessing the account
• Normal: Minor problems, questions concerning service usage and functionality
• Low: Product enhancement or feature requests

Ticket statuses:

• New: A newly created ticket, no actions on it so far
• Open: The last action on the ticket is made by you, waiting for a support agent to respond
• Pending: The last action on the ticket is made by a support agent, waiting for your response
• On hold: Waiting for a third-party action. Third parties can be either OWOX BI product teams or connected service providers
• Solved: Your issue is dealt with