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

As a user on the Own Platform

Log into the Own Platform and Navigate to the Customer Portal to Request Support

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

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 initially 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 you need assistance with and select “Escalate Case”.
  

If you are NOT a User on the Own Platform

Method 1: 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 to your email, and check your junk mail if you do not see a reply within the SLA.

Method 2: Email 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 clarify this in the subject line, so we can immediately give the situation the urgency it needs.
• Expect to receive responses to your email, and check your junk mail if you do not see a reply within the SLA.

Urgent Support Cases

On the Customer Portal

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

On the Own Website

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

Additional Notes: 

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