Ozeki Gold Technical Support

The Ozeki Gold Technical Support Service is essential to eliminate downtime and to keep mission-critical SMS infrastructure up and running.

Who is it for

The Ozeki Gold Technical Support Service is recommended for customers where the SMS infrastructure is mission-critical and key to their daily operations. This support is required when downtime is not acceptable.

This service is generally used by mobile network operators, sms aggragators and sms service providers and by organizations where sms is key to the business.

What is included

  • Version updates
  • Technical support in e-mail
  • Technical support tickets
  • Chat sessions
  • Remote desktop sessions
  • Scheduled phone and video calls
  • Direct access to Ozeki Engineers through WhatsApp
  • Human software monitoring and managment
  • Priority issue resolution
  • Private product engineer

Level of access

You can ask technical questions in e-mail and you can open support tickets on the https://myozeki.com customer portal. All your tickets and e-mails will be handled with priority.

You can also request a priority 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 sessions or a scheduled phone or video calls.

You get the WhatsApp mobile number of an Ozeki Product Engineer who will be your private consultant. This person can be contacted 24/7. On request this private consultant can monitor the desired system regularily to ensure it's proper maintenance and high availability operation.

This service includes out of hours disaster recovery to handle emergencies, such as a hardware failure or when the sms-service is down for any particular reason.

Limitations

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

There is no limitation for the number of interactive sessions (chat, remote desktop, phone or video call).

Who will answer my questions

When you send an e-mail it will be received by our sales team and by your private consultant. In case others need to be involved, your e-mail will be 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 and to your private consultant. Your support tickets will enjoy priority treatment.

Interactive sessions can be scheduled with the sales team or your private consultant, 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.

Priority is given to the e-mails, tickets and interactive sessions for Gold support service customers.

How much does it cost

Gold 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.

More information