Introduction
Customer Support is a core value at Own, and outstanding support is critical to our customers’ success. To give you the power of choice, we offer tiered packages based on your needs that align with the complexity of your Own deployment.
The Own Customer Support team supports the following products:
Contacting Customer Support
Log a case in the Own application or on our
website
Support Offerings for Recover, Accelerate, Archive, Secure and Secure for Shield
Own offers two Support levels in its Success plans: Standard and Premier. The Premier plan includes all the 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
|
| Channels |
Easily submit cases through the following channels:
|
| Access to the 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
|
| 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 |
1 Business Day (9 Business Hours) |
1 Business Day (9 Business Hours) |
| Medium |
2 Business Days (18 Business Hours) |
2 Business Days (18 Business Hours) |
| Low |
3 Business Days (27 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 processed based on the plan (Premier or Standard) and then on a first-come, first-served basis. Own may recategorize priority levels on a support request categorized by the customer.
- Own prioritizes production environments' availability and functionality first and foremost, followed by business-impacting operations and user scope.
We proudly prioritize your data loss moment as a top priority, even when all our systems are operational.
- The descriptions below are guidelines and do not cover all conditions or technical situation.
| Priority Level |
Definition |
Examples |
| High |
Production:
- Service or primary functionality unavailable, or significant data integrity issues, with no reasonable workaround
- A persistent issue affecting most/all user functionality with no reasonable workaround
|
Production:
- Data recovery to Production assistance due to customer data loss scenario
- All jobs are not running or failing consistently for the product
- No users can log in
- Data security issues with the service
Non-Production
|
| Medium |
Production:
- A partial Service failure
- Service performance issues affect some users
- A short-term workaround is available but not scalable
Non-Production:
- Service or primary functionality unavailable, or significant data integrity issues, with no reasonable workaround
- A persistent issue affecting most/all user functionality with no reasonable workaround
|
Production:
- Some jobs are not running or failing
- Time-sensitive requests such as a regulatory required data export
- Some users cannot log in
- Backups completed, some tables error
Non-Production:
- All jobs/backups are not running or failing consistently for Own Accelerate
|
| Low |
- A mild service degradation.
- Non-key business impacting with a Workaround, OR not business impacting
|
- A specific job/backup is failing or not running as expected
- Difficulty integrating Non-Production or 3rd party environment with Own.
- A specific user cannot log in
- How-to questions or feature enhancement requests.
- Documentation or certification requests
- Data recovery planning or testing
|
General
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.
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