Customer Support Policy

Version 3.3


Customer Support is a core value of Own Company, and outstanding support is critical to our customers’ success. We offer tiered packages based on your needs and that align with the complexity of your Own deployment to give you the power of choice.

The Own Customer Support team supports the following products:

  • Own Recover
  • Own Sandbox Seeding
  • Own Archive
  • Own Secure
  • Own Secure for Shield
  • RevCult Field Audit Trail

Contacting Customer Support

Support Offerings for Recover, Sandbox Seeding, Archive, Secure and Secure for Shield

Own offers two Support levels in its Success plans: Standard and Premier. The Premier plan includes all features of the Standard plan.

Standard Support Details
Benefit Details
Support Hours
  • Access to Technical Support during business hours (excluding company holidays)
  • 9:00 AM – 6:00 PM Monday to Friday
  • 9:00 AM – 6:00 PM Sunday to Thursday (Israel-based customers only)
  • Business hours are limited to one defined customer time zone
Support Channels Easily submit cases through the following channels:
Access to Knowledge Search online articles for best practices and known issues, utilize the Customer Support Portal to track cases
Premier Support Details
Benefit Details
Support Hours 24 hours a day, 7 days a week, 365 days a year
Support Channels Easily submit cases through the following channels:
Access to Knowledge Search online articles for best practices and known issues, utilize the Customer Support Portal to track cases
Prioritized SLA See Support SLA table for full details on first and next response

Support SLA

Customer Support will target the following response and update times for support issues based on the issue’s priority and the Customer’s support package.  

Standard Support
Priority First Response Subsequent Updates
High 4 Business Hours 4 Business Hours
Medium 1 Business Day (9 Business Hours) 1 Business Day (9 Business Hours)
Low 2 Business Days (18 Business Hours) 2 Business Days (18 Business Hours)
Premier Support
Priority First Response Subsequent Updates
High 1 Calendar Hour 2 Calendar Hours
Medium 4 Calendar Hours 12 Calendar Hours
Low 8 Calendar Hours 24 Calendar Hours

Business Hours – Refer to the company’s working hours, excluding company holidays.
Calendar Hours – These are regular full-day hours covering everything round the clock.

Priority Definitions

Support issues are categorized and prioritized according to the levels below. Technical support requests within a priority level are generally processed based on the plan (Standard or Premier) and then on a first-come, first-served basis. Own may recategorize a support incident categorized by the customer. Please remember that the descriptions below are guidelines and do not cover every possible condition or technical situation.

Priority Level Definition Examples
High Real data loss/corruption in a Production environment with no workaround, complete service failure, severe degradation in service.
  • The customer needs help in restoring data into the production environment due to real data loss/corruption incident
  • Customer cannot access a critical business Own application
  • Jobs are not running (backup and/or restore)
  • Data integrity issues
  • Security issues
Medium Minor service impacts or non-critical bug Difficulty integrating new non-production environment with Own
Low Minor service impact or feature enhancement request. Customers can access almost all business resources. How-to question or feature enhancement request


Reproducing Errors

Own must be able to reproduce errors to resolve them. The Customer agrees to cooperate and work closely with Own to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis.

Access to Customer Data

If required to address the Customer’s issue, Own may access the data the Customer stores in the Own Services, as follows. Own may ask the Customer to send Own screenshots, or share screens with Own via videoconference/remote session, to help Own understand and diagnose the issue.  If the issue requires further escalation within Own’s support or engineering teams, specifically authorized Own personnel may access the Customer’s data through Own’s production system in accordance with Own’s security, privacy and confidentiality policies and procedures for the exclusive purposes of handling Customer’s support case.  For the avoidance of doubt, in all such cases, access to the Customer’s data would be for the sole purpose of addressing the Customer’s support issue and would be subject to Own’s security, privacy and confidentiality safeguards referenced in the Subscription Services Agreement between Own and Customer.

Managed Packages

Own supports each release of a managed package (currently Archive, Secure, and Secure for Shield) made generally available during the immediately prior 365-day period, at any given time. Customers are eligible for support and troubleshooting on any release made generally available within this range. Code changes and fixes will be delivered on the most current release.

Excluded Items

Customer Support does not include any of the following:

  • Assistance with third-party cloud provider issues and errors with a third-party cloud provider platform
  • Assistance in developing customizations
  • Assistance with non-Own products, services, or technologies
  • Assistance with installation or configuration of hardware, including computers, hard drives, networks
  • Troubleshooting issues with in‐house developed apps
  • Troubleshooting issues with integrations you’ve built for the Own apps
  • Assistance with any code that is developed outside of or in addition to the core Own products, for example, custom code developed by Customer or Own’s consulting team under a statement of work
  • Training on the product, setup and configuration questions, or business process questions
Changes to Customer Support Plans

Own may change its Customer Support plans from time to time at its sole discretion. No reduction in the Premier Support plan will take effect for a given Customer during the Customer’s paid term.

Get started

Share your details and we’ll contact you shortly to schedule a custom 25-minute demo.

Schedule a Demo