Opmantek SaaS Support
We believe we provide the best support in the Industry. We treat customer’s issues like they are our own.
Opmantek support engineers are highly skilled in NMIS, Open-AudIT and all Opmantek products and work either as part or in Opmantek’s development team ensuring a constant refresh of knowledge. Opmantek support engineers are involved with customer implementation and rollout. They are also actively involved in the open source community as are our development team.
When you contact Opmantek support the contact goes direct to an engineer who can help with the issue – Opmantek does not filter the contacts through green level support or administrative personnel. This benefits you. You will reach an engineer who can help you, quickly, in one step.
Opmantek utilises Atlassian software to track support cases and ensure automated escalation to ensure the best support possible.
SaaS Support Inclusions
|Support Tier Features||Standard||Premium||Enterprise|
|Number of authorised support contacts||1||2||2 or more|
|Cases per month||4||12||20|
|Access to Opmantek NMIS or Open-AudIT support area knowledge base/FAQs||Included||Included||Included|
|Access to documentation to assist in developing operational procedures with NMIS or Open-AudIT||Included||Included||Included|
|Support Initial Response time||See Response Times||See Response Times||See Response Times|
|Access to Support Portal to open and review cases||Included||Included||Included|
|Application configuration support||Included||Included||Included|
|Screen share for troubleshooting||Included||Included|
|Prioritized input into development plan||Included||Included|
|1 hour architecture workshop with senior developer/engineer||Included||Included|
|1 hour Webinar Q&A or orientation for every product you buy||Included|
|Named regional primary engineer||Included|
Issue Priorities, Response Time and Escalation
With the customer’s assistance, the severity of the issue is determined, and the case is assigned a priority. Every case is assigned one of the following four priorities which sets the automated issue escalation process into motion. We may reprioritise cases higher or lower to ensure the best outcome for you.
|Priority 1 (Blocker)||Business critical.
Only available for production systems. Represents a complete loss of service; a significant function that is completely unavailable; data loss; no workaround exists. Does not include installation issues or issues in staging environments.
|Priority 2 (Critical)||Severe impact.
Only available for production systems. Software inconsistency significantly decreases productivity; a workaround may be available. Does not include installation issues or issues in staging environments.
|Priority 3 (Major)||Degraded operations.
Only available for production systems. Software inconsistency slightly impairs productivity; a workaround may be available. Includes feature requests and cosmetic defects. Does not include installation issues or issues in staging environments.
|Priority 4 (Minor)||Informational.
Available for all systems. Includes all faults for non-production systems, including installation issues and all requests for information.
Note: Priority 1 Issues: please ensure that you have staff available throughout the duration of this issue to execute any instructions from Opmantek. If you are unable to have staff available, the priority will be downgraded to match the customers availability.
Support Initial Response Time
|Service Level||Initial Response time||Time Coverage|
|Priority 1||4 hours||Business Hours|
|Priority 2||6 hours||Business Hours|
|Priority 3||Next BD||Business Hours|
|Priority 4||Next BD||Business Hours|
Note: Business hours are standard hours from 0900 to 1700 Monday to Friday and initial response times are typically much faster.
It is always our intention to solve an issue quickly and the expertise of our staff ensures fast reaction to escalation and the engagement of additional expertise as required.
Contacting Opmantek Support
As a Standard/Premium Support customer you can contact Opmantek via our support portal – https://opmantek.com/support/
Enterprise Support customers will have direct contact with their regional primary engineer.
You will need to have the following information ready:
- Contact Name, email address and phone number (or skype)
- Name of organization
- Brief explanation of issue
- Affected product(s) and version
- Impact (if any) of this issue
You will receive a case number for each case logged.
Reviewing Your Issues
You can review all current and old issues raised with Opmantek using our support tool @ https://support.opmantek.com