Support Policies and Contacts

Our two main objectives in providing support to our customers are:

• Global ease of access to support
• Exceeding the customer's expectations for case handling

All cases are tracked, measured and escalated when necessary. Coupled with the feedback we receive from you, this helps ensure that your experience is consistent with the objectives we have established.

Support Options

We have two levels of support available. The vast majority of our customers are Enhanced Support Customers. If your business operates globally or would need assistance outside of typical operating hours we strongly recommend Enhanced Support.

Enhanced Support Option

The Enhanced Customer Support program is for companies that demand the very best solution from their business partner. Customers with Enhanced Support receive priority handling of all technical issues that are received via e-mail, the Web or a special hotline telephone number. One low cost covers all of your OpenConnect software on an annual basis.

Enhanced Support provides:

• Extended hours of support (Monday - Friday 7am - 6pm CT USA, except holidays)
• Top priority for incoming requests and automatic escalation of cases
• 24x7 support for critical system-down scenarios
• Access for five named contacts
• Options for contacting Customer Support include telephone calls to a toll-free number, email, fax, or Web-based support
• Web-based support with online status of support requests, status reporting, and updates directly into the support request
• Solutions database available 24x7
• One free day of training and 20% discount on additional training

Basic Support Option

OpenConnect also provides an optional Basic Support package. Customers with Basic Support have the ability to contact Customer Support via email, the Web or telephone. One low cost covers all of your OpenConnect software on an annual basis.

Basic Support provides:

• Business hours of support (Monday - Friday, 8am - 5pm CT USA, except holidays)
• Access for two named contacts
• Options for contacting Customer Support include telephone calls to a local telephone number, email, fax, or Web-based support
• Web-based support with online status of support requests, status reporting, and updates directly into the support request
• Solutions database available 24x7

Severity Definitions and Escalation

Each case is assigned one of the following severity classifications. Each case may be upgraded or downgraded to a different severity level prior to its resolution.

Critical (Severity 1)

Significant System Outage and critical impact to business

Urgent (Severity 2)

High impact issue; business is functioning but significantly impaired. All Enhanced Support Customer cases are considered Severity 2 or higher

Important (Severity3)

Problem does not have significant business impact. Only low impact users are affected

Information (Severity 4)

Requirement for information only. This issue has little impact on customer's business

Pending (Severity 5)

Customer is waiting for next General Release

Severity Levels 1-4 have automatic escalation procedures in place should the case remain open longer than a prescribed period. For example, the Vice President of Customer Support, and Development Team Manager are notified within one hour for all Severity 1 cases.

Contact Information

If you have a support contract and want to obtain an upgrade or have an issue you may contact us via one of the methods below:

Telephone: 972-888-0678
Fax: 972-888-0680
E-mail: ocs_support@oc.com

Instructions for submitting support cases via email

For new cases type a brief description of the problem in the Subject line.
For existing cases reply to an e-mail from the case. Do not change the Subject, just hit reply from an e-mail received for the existing case.

Feedback

Please let us know how we are doing by responding to the survey you receive when your case is closed or send a note to custfeedback@oc.com