Ozeki Technical Support Service Levels

This page gives you a comparison chart of the Ozeki Technical Support Service Levels. To get more information about technical support, please read the Introduction to Ozeki Technical Support page.

  Version updates Standard support Silver support Gold support
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 (WhatsApp)
Human software monitoring and management
Priority issue resolution
Private product engineer


Availability

Standard operating hours

Ozeki product engineers work during standard Hungarian business hours. Monday to Friday from 8:00 am to 5:00 pm in the GMT+1 time zone.

Out of hours operations

Out of hours support is provided in case of emergencies. (If a system is not functioning, or a service is down.)

Issue resolution priorities and response times

Technical support e-mails and technical support tickets are answered on a First Come First Served (FCFS) basis. Priority is given to e-mails and tickets posted by Gold support subscribers. 90% of incoming e-mails and support tickets are answered within 48 hours.

Chat sessions, remote desktop sessions, phone calls and video confrences are pre-scheduled.

Priority is given to emergencies. (If a system is not functioning, or a service is down.)

Support service levels

Version updates

The Ozeki Software Version Updates Service makes it possible to keep your system up to date for a small yearly fee. This service gives you access to the latest software versions published on the Ozeki website.

More information about the Software Version Updates Service...

Standard technical support

The Ozeki Standard Technical Support Service is recommended for customers where the SMS infrastructure is not-critical for their daily operations. This service includes software version updates and gives access to Ozeki Product Engineers through technical support e-mails and technical support tickets, to ask questions regarding installation, configuration and operations.

More information about the Standard Technical Support Service...

Silver technical support

The Ozeki Silver Technical Support Service is recommended for customers where the SMS infrastructure is important for their daily operations. This service includes software version updates, it gives access to Ozeki Product Engineers through technical support e-mails and technical support tickets, to ask questions regarding installation, configuration and operations. This service also offers interactive support through chat, remote desktop sessions and scheduled phone and video calls. This service also 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.

More information about the Silver Technical Support Service...

Gold technical support

The Ozeki Gold Technical Support Service is recommended for customers where the SMS infrastructure is mission-critical. 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. This service offers priority issue resolution.

Gold technical support service includes software version updates, it gives access to Ozeki Product Engineers through technical support e-mails and technical support tickets, to ask questions regarding installation, configuration and operations. This service offers interactive support through chat, remote desktop sessions and scheduled phone and video calls. 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.

Gold technical support service customers get the WhatsApp number to an Ozeki Product Engineer who will be their 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.

More information about the Gold Technical Support Service...

More information