OZEKI Technical Support Service

The Ozeki Technical Support Service offers technical assistance to customers. In the frames of this service customers can consult with Ozeki Product Engineers and Software Developers about issues that come up during installation, configuration and operation of their Ozeki Software Products.

Who is eligible for technical support

Ozeki offers Standard Technical Support for all customer for 3 months following a software license purchase. This initial 3 months period is free of charge.

All customers are eligible for technical support following the initial 3 months of service, if they purchase a technical support subscription. Technical support subscriptions can be purchased on a yearly basis.

Service levels

There are 4 service levels customers can choose from:

Compare the service levels:

Ozeki technical support service level comparison chart.

Service components

Ozeki technical support service customers can enjoy the benefits of various service components depending on their chosen service level. Such service components are: software version updates, support e-mails, support tickets, chat sessions, remote desktop sessions, scheduled phone calls and on-line video meetings, direct contact to engineers through WhatsApp and Ozeki Chat and Human software monitoring and management. These services are provided on-line through the Internet.

Software version updates

This service allows customers to update their system to the latest version. Ozeki regularly releases new software versions for its products. These new versions provide bug fixes, improvements and new features. Customers subscribed to the version update service, can update their installed products to the latest software version. For example, an upgrade can be performed from Ozeki Software v10.1.1 to v10.1.2 or any later version.

Find out more about the Ozeki Software Version update service...

Availability: Available for all technical support service subscribers

Support e-mails

We reply to all e-mail messages related to the installation configuration and operation of the purchased product. The e-mails should be sent to our info@ozeki.hu. The e-mails are processed by the sales team and are forwarded to the appropriate Product Engineer or Software Developer to be answered properly. The e-mails often include links pointing to guides with detailed step by step instructions or video turorials that help the customer achieve the desired result.

Availability: Available for Standard, Silver and Gold Technical Service subscribers

Support tickets

The purpose of the technical support tickets is to track issues and to answer technical questions related to an Ozeki Software Product. Customer can open tickets and ask technical questions at https://myozeki.com. Support tickets are answered by Ozeki Product Engineers and Ozeki Software developers. A team is working on getting the best answer for questions, and to resolve problems as fast as possible.

Availability: Available for Standard, Silver and Gold Technical Service subscribers

Chat sessions

Customers can contact Ozeki Product Engineers and Ozeki Software Developers using chat. In the chat sessions our engineers help customers with questions related to installation, configuration and operation of the Ozeki software products. In case a customer is planning an upgrade or a major configuration change, it is advised to consult with an Ozeki Engineer beforehand to minimize downtime. The chat service can also be used to ask any technical question that comes up related to the Ozeki software.

Chat sessions take place using Ozeki Chat on the myozeki.com customer portal. The Ozeki Chat client app can also be installed on Windows, Android and iPhone and can be used from any major webbrowser free of charge.

One of the advantages of installing the Ozeki Chat App on your mobile is that it gives notifications about changes to support tickets and allows communication with the Ozeki team more efficiently.

Availability: Available for Silver and Gold Technical Service subscribers

Remote desktop sessions

Customers can request remote desktop sessions, when an Ozeki engineer can login to the system remotely and can work with the customer to get the results needed. This is the most effective and most productive way to resolve technical issues. Live sessions can be conducted using interactive video conference / remote desktop applications, or by using AnyDesk, Teamviewer, Microsoft Remote desktop, Cisco WebEx, MS teams, GoToMeeting or any other remote console application the customer prefers.

Availability: Available for Silver and Gold Technical Service subscribers

Scheduled phone calls and on-line video meetings

Customers can ask for a live video call using Zoom, MS Teams, Ozeki Chat or any other video conferencing software. The on-line calls can be used to talk about any issue or solution the customer would like to discuss related to Ozeki products or services.

Availability: Available for Silver and Gold Technical Service subscribers

Direct contact to Ozeki engineers

Customers can ask for direct contact to Ozeki Software Developers and Ozeki Technicians through WhatsApp and Ozeki Chat. This level of access make cooperation very efficient, as engineers can be reached on their mobile. This way they can respond out of office hours, and on the go to help the customer whenever needed.

Availability: Available for Gold Technical Service subscribers

Human software monitoring and management

Ozeki software monitoring and management requires the customer to give access to a dedicated Ozeki Engineer to the server where the Ozeki Product is Installed. The Ozeki Engineer will keep an eye on the service, which means the engineer will periodically check the system's functionality. The Ozeki engineer will login to the system remotely on a daily/weekly basis, and will make sure resources are not used up and the system is operational. The engineer will also perform regular backups of the system on a weekly basis, and will restore the system in case of a hardware failure or other operational disruption happens.

Availability: Available for Gold Technical Service subscribers

Priority issue resolution

By default support requests (e-mails, tickets, chats, etc) are handled on a First Come First Served (FCFS) basis. Priority issue resultion means, that incoming requests enjoy priority.

Availability: Available for Gold Technical Service subscribers

Dedicated product engineer

A dedicated Ozeki Product Engineer is assigned to supporting the customer. This engineers knows the customer's requirements and preferences and helps the customer create the best configuration and setup to achieve the desired goals. The advantage of having a dedicated engineer assigned is extreamly beneficial in problem resultion and disaster recovery, as this engineer already knows the system and no time is wasted when it comes to making sure the system is up and runnig in case of a disaster. This dedicated engineer is a private consultant regarding the SMS system.

Availability: Available for Gold Technical Service subscribers