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Email or online ticketing support
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Yes
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Support response times
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Email or online ticketing support
Yes
Support response times
Ometis responds to customer questions according to the priority of the issue. Critical issues receive a response within one hour, high‑priority issues within two hours, medium‑priority issues within four hours, and low‑priority enquiries within eight hours. All response times apply during standard support hours, which run Monday to Friday, 9:00am to 5:30pm UK time.
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User can manage status and priority of support tickets
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Yes
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Online ticketing support accessibility
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WCAG 2.2 AAA
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Phone support
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Yes
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Phone support availability
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9 to 5 (UK time), Monday to Friday
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Web chat support
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Yes
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Web chat support availability
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9 to 5 (UK time), Monday to Friday
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Web chat support accessibility standard
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WCAG 2.2 AAA
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Web chat accessibility testing
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None
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Support levels
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Ometis currently delivers four structured support offerings designed to help customers effectively operate and maintain the software purchased through Ometis. Basic Support provides foundational assistance, including bug reporting and liaison with vendors for fixes, access to vendor documentation, and general help via email or the support portal. Platform Support builds on Basic Support by adding hands‑on assistance with installations, upgrades, configuration, authentication setup, connectivity checks, mobile access configuration, and administration guidance. It also includes best‑practice advice. Application Support focuses on customer‑specific pipelines, integrations, automations, and analytics applications developed or adopted by Ometis. It includes alert‑driven monitoring, issue resolution within supported applications, and liaison with relevant third parties. Extended Support is a customised enhancement of the other levels, tailored to business‑critical needs. It may include extended hours, prioritised handling, additional alerting mechanisms, custom response targets, or bundled consulting, development, and training services.
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AI chatbot
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No