Each OWOX BI pricing plan has a specific customer support SLA (service-level agreement):
Enterprise
- Phone support
- A personal email address in the @owox domain that has a high priority for responding and solving issues
- A dedicated team consisting of a Customer Success Manager and an Analyst
- Online chat in the OWOX BI interface
- Ticket system: up to 3 office hours for the first response, up to 6 office hours for the subsequent responses
Business
- A personal email address in the @owox domain with all requests assigned to a dedicated Customer Success Manager
- Online chat in the OWOX BI interface
- Ticket system: up to 5 office hours for the first response, up to 6 office hours for the subsequent responses
Basic
- Online chat in the OWOX BI interface
- Ticket system: up to 6 office hours for the first response, up to 12 office hours for the subsequent responses
OWOX BI customer support office hours
- Chat support: 10:00 AM to 6:00 PM (UTC+2), every day except Saturday, Sunday, and local holidays
- Support in the ticket system: 10:00 AM to 6:00 PM (UTC+2), every day except Saturday, Sunday, and local holidays
Ticket priorities
A ticket is an OWOX BI user's inquiry which 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.
Here are the priorities:
- Urgent: OWOX BI interface is unavailable to multiple users. Data transferred with OWOX BI is deleted, damaged, or unavailable due to the 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
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