Support SLA in OWOX BI pricing plans

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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