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.
Technical support service levels
Ozeki technical support service level comparison chart.
Who is eligible for technical support
Ozeki offers Standard Technical Support for all customers for 3-months following a software license purchase. This initial 3-month 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.
When do you need technical support
The most common events that require technical support are the following
- License transfer from one pc to another: By default, Ozeki Software Licenses are sold on a per hardware basis. After you purchase a license code, you have to activate it on a particular computer to be able to use it. After activation, you can use the software on your computer for as long as you wish. However, if you wish to move your software from one PC to another, you need to activate it again on the new PC, which requires you to have an active version update or technical support service subscription.
- When you replace your hardware: If you replace your motherboard or your CPU, the hardware ID of your system will change. This means that a new product activation will be required. To be able to access the product activation service, you need a technical support or version update subscription.
- When you upgrade to a new software version: Ozeki regularly releases new software versions containing new features, bug fixes, security updates, and improvements to performance and overall functionality. To access new software versions, you need a technical support or version update subscription. Upgrading to a new version is easy. You can simply install the latest release on top of your existing installation, and your settings will be kept, and your system will function with the new features and functionality after the upgrade
- To get scheduled technical assistance: When you open a support ticket, you can request an Ozeki software engineer to investigate a problem or issue you have with your system or to simply give advice or answer a question. In order for us to assign an engineer to work with you, you need to be subscribed for the technical support service.
- To get urgent technical assistance: If your system requires urgent attention for whatever reason, your Ozeki technical support subscription offers a phone number and instant chat access to dedicated Ozeki software engineers who can help you sort out the issue.
When you DO NOT NEED technical support
- If you want to reinstall your system on the same PC: you can use the original installation package with your serial and product activation code, and you can activate your system off-line manually. You can do this without any support services any number of times. Make sure you save your license data after installation!
- To use it as long as you wish: Ozeki software products have no built-in limitation for how many years they operate. You can use it as long as you wish on the computer you have installed it on.
- To get community support: There are several thousand Ozeki software users worldwide. If you don't have a technical support service subscription from Ozeki, you can still get assistance by asking your questions in community forums on the Internet. Simply find a community forum and join the discussion.
- For OS updates and OS upgrades: If you update your Windows or Linux system underneath the Ozeki software, it will work seamlessly after the operating system update or upgrade. If the operating system upgrade requires a full reinstallation, you can do it with your saved license code and activation code by performing a manual product activation after reinstallation
- If you had a computer virus or a hard disk failure: If a disaster strikes your system, such as a computer virus attack or your hard drive fails, you can restore the software licenses you have saved previously on the same PC and perform a manual product activation. Just make sure to keep a backup of the installation packages, the license codes, and the activation codes.
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 tutorials 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. Customers 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 answers to questions and resolving 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 makes 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 resolution means that incoming requests enjoy priority.
Availability: Available for Gold Technical Service subscribers
Dedicated product engineer
A dedicated Ozeki Product Engineer is assigned to support the customer. This engineer 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 extremely beneficial in problem resolution 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 running in case of a disaster. This dedicated engineer is a private consultant regarding the SMS system.
Availability: Available for Gold Technical Service subscribers