Technical support for Software license holders

This page gives you information about Ozeki technical support services. These services are available for our customers, who own a software license. On this page you can find information about the different levels of technical support and the included services, such as support tickets, chat sessions, live remote desktop sessions or scheduled phone calls and on-line video meetings. The services below are provided on-line through various communication channels, such as e/mail, ticket system, chat and remote desktop applications.

Comparison chart

In the following table you can compare the different support service levels. The most popular options are the Silver and Gold support packages. We encourage you to pick the service package that best fits your required level of support.

Standard

Technical support

€ 50 /month

Yearly payments

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Service level
  • Version updates
  • Support tickets



Silver

Technical support

€ 200 /month

Yearly payment

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Service level
  • Version updates
  • Priority support tickets
  • Chat with technicians
  • 1 live session / month
  • 2 scheduled phone calls / month

Gold

Technical support

€ 400 /month

Yearly payment

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Service level
  • Version updates
  • Priority support tickets
  • Chat with technicians
  • 5 live sessions / month
  • 5 scheduled phone calls / month

Platinum

Technical support

€ 800 /month

Yearly payment

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Service level
  • Version updates
  • Priority support tickets
  • Chat with technicians
  • 20 live sessions / month
  • 24/7 telephone service

Version updates

This service allows you to update your 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, if you have installed Ozeki Software v10.1.1, you can update it to v10.1.2 or to v10.2.2 or to v11.3.3 or to any new version.

Support tickets

The purpose of the technical support service is to answer technical questions you may have related to an Ozeki Software Product. You can ask technical questions by opening support tickets at https://myozeki.com. Support tickets will be answered if you have a technical support service subscription and if you have registered your purchased Ozeki product on the Myozeki.com website. Learn more about Ozeki product registration.

Support tickets are normally answered in the order they come in; however, priority is given to premium support service holders: for silver, gold and platinum subscriptions.

Chat with technicians

Premium support service holders (silver, gold and platinum subscribes) can contact Ozeki Engineers using chat. In the chat sessions our engineers will help you by providing you the information you have requested. They can help you with installing, upgrading and configuring your system, or if you experience problems, they can help you solve them. Chat sessions are very useful, because URL-s, documents, files can be shared between the participants.

Chat sessions take place using Ozeki Chat. To be able to access the chat console, you need to register an account at myozeki.com.

Information on how you can setup Ozeki Chat on your mobile (Android and iPhone), on your web browser or on your desktop can be found on the following URL-s:

How to use Ozeki Chat form an iPhone mobile
How to use Ozeki Chat form an Android mobile
How to use Ozeki Chat form a Web browser
How to use Ozeki Chat form a Windows desktop

One of the advantages of installing the Ozeki Chat App on your mobile is that you will get notifications about changes to your support ticket requests and you can easily get in touch with the support staff.

Live support sessions

Often it saves time to ask an engineer to login to your system remotely and work with you to get the results you need. If you wish to configure your system, solve problems, or you simply need training, you can schedule a live support session.

Live sessions can be conducted using interactive video conference / remote desktop applications, or by using AnyDesk, Teamviewer, Remote desktop, Cisco WebEx, MS teams, GoToMeeting or any other remote console application you prefer.

Scheduled phone calls

You can ask for a live video call using Zoom, MS Teems or any other video conferencing software or you can simply call us on a dedicated phone line to talk about any issue or solution you wish to discuss related to our products or services.

Managed hosting service

Ozeki license holders may subscribe for the Ozeki Managed Hosting service as well. In the frames of this service Ozeki will setup your Virtual Private Server (VPS) at a hosting facility in your region, and will install, configure and manage the software according to your preferences. Ozeki Managed Hosting service includes Silver technical support.

More information