There are multiple methods to raise a support ticket, whether you are already a user on the Own platform or not. See the following methods below to raise a case when you need assistance from Own.

If you are NOT a User on the Own Platform

Method #1: Send an email to support@owndata.com

• Your email will be automatically converted to a support ticket.
• The subject line is important for establishing the urgency of your ticket. If, for example, you have experienced data loss, please make this clear in the subject line so that we can immediately give the situation the urgency it needs.
• Expect to receive responses back to your email, and check your junk mail if you are not seeing a reply within SLA.

Method #2: Navigate to https://www.owndata.com/support and select “Submit a Ticket”

• The information entered will automatically be logged as a ticket.
• Expect to receive responses back to your email, and check your junk mail if you are not seeing a reply within SLA.

If you are a User on the Own Platform

You can use either of the methods described above, in addition to the list below.

Method #3: Log into the Own Platform and select “Submit a Case”

• Once logged in, click on “Help & Support” and select “Submit a Case” to fill out a web form.
• The subject is important for establishing the urgency of your ticket. If, for example, you have experienced data loss, please make this clear in the subject line so that we can immediately give the situation the urgency it needs.
• Expect to receive responses back to your email, and check your junk mail if you are not seeing a reply within SLA.

Method #4: Log into the Own Platform and Navigate to the Customer Portal to Request Support

• Once logged in, click on “Help & Support” and select “Customer Portal”.
• Navigate to “Request Support” and select “Submit Ticket”.
• Expect to receive responses back to your email, and check your junk mail if you are not seeing a reply within SLA.

Urgent Support Cases

On the Own Website

• Selecting “Call Back Request” should be leveraged for emergencies related to data loss or incidents that need immediate help.

On the Customer Portal

• Selecting “Request Urgent Callback” should be leveraged for emergencies related to data loss or incidents that need immediate help.

Ticket Escalation

If you think that your ticket is not receiving the attention it needs, or you need to indicate that the urgency is higher than we originally understood, you can also escalate your case:

• Log into the Own Platform.
• Click on “Help & Support” and select the Customer Portal.
  
• In the Customer Portal, Navigate to “Cases”.
• Identify the case that you need assistance with and select “Escalate Case”.
  

Additional Notes: 

If you work with a Technical Account Manager (TAM), who responds to your ticket will depend on the time of day that you raise it and the Support Plan in your contract. If a support team member addresses your case initially because it was raised outside of the TAM’s working hours, generally it will be transferred back to your designated TAM as soon as they are available again.

For additional information about our Support Plans, please visit https://www.owndata.com/support/customer-support-policy.