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
| Â | 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 |
✅ |
✅ guaranteed SLA |
✅ guaranteed SLA |
|
Support via chat Onsite chat with support agents |
— | ✅ | ✅ |
|
Live screen sharing / co-browsing Google Meet calls with screencast options and support agent consulting and assistance |
— | — | ✅ |
|
# of seats per project Number of emails, creating requests during the last 12 months |
1 | 5 | Unlimited |
|
Notifications of new releases and product issues Blocking issues, transformation results, billing notifications (personal notification) |
— | — | ✅ |
|
Early bird release testing prior to 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 like not showing data, or the interface being 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 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. |
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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 OWOX BI Help Center.
Tickets priorities:
- Urgent:Â OWOX BI interface is unavailable to multiple users. Data transferred with OWOX BI is deleted, damaged, or unavailable due to the service malfunction
- High:Â Problems with core functionality, difficulty accessing the account
- Normal: Minor problems, questions concerning service usage and functionality
- Low:Â Product enhancement or feature requests
Tickets 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:Â Your issue is dealt withÂ
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