Ozeki Silver Technical Support

The Ozeki Silver Technical Support Service is essential to make sure all your technical questions regarding software installation, configuration and operation are answered and to keep your SMS infrastructure up and running.

Who is it for

The Ozeki Silver Technical Support Service is recommended for customers where the SMS infrastructure is important for their daily operations.

What is included

  • Version updates
  • Technical support in e-mail
  • Technical support tickets
  • Chat sessions
  • Remote desktop sessions
  • Scheduled phone and video calls

Level of access

You can ask technical questions in e-mail and you can open support tickets on the https://myozeki.com customer portal.

You can also request interactive session, where the Ozeki Engineers can help you answer any question or sort out any issue related to Ozeki Products through chat, a remote desktop session or a scheduled phone or video call.

Limitations

There is no limit for the number of tickets or the number of e-mails.

The number of interactive sessions (chat, remote desktop, phone or video call) is limited to 50 per year.

Who will answer my questions

When you send an e-mail it will be received by our sales team, who will forward it to the best product engineer or software developer to answer your question.

When you open a ticket your question directly goes to the techsupport team. A support ticket offers multiple rounds of communication with the possibility to upload logs, screenshots and files to get your issue resolved.

Interactive sessions should be scheduled with the sales team, who will assign the appropriate product engineer(s) and/or software developer(s) to the session.

What is the response time

Technical support e-mails and technical support tickets are answered on a First Come First Served (FCFS) basis. 90% of incoming e-mails and support tickets are answered within 48 hours. Often you get a response much faster. Diffult questions, or issues that require software development / debugging or new documentation might take longer.

Interactive sessions are performed on a scheduled basis

How much does it cost

Silver technical support can be purchased on a yearly basis. The price depends on the software product and the license you have purchased. Please ask for a quotation at info@ozeki.hu to get appropriate pricing.

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