Article ID: 122973, created on Sep 21, 2014, last review on Apr 11, 2016

  • Applies to:
  • Operations Automation
  • Business Automation
  • Odin Business Automation Standard
  • Plesk Automation
  • Service provider products licensing
  • H-Sphere
  • Helm

Information

Before you contact Odin support team, make sure you use a supported version of an Odin product.

See more details on Lifecycle Policy for your product at http://www.odin.com/support/#c151892.

More details are available in Odin Technical Support Guide.

Assistance will be provided only in scope of Odin Technical Support.

Support options vary depending on your customer status and the product you use.


Plesk Automation

Support options for Plesk Automation are listed in the article:

  • 127727 Support Options for Plesk Automation


Other products

For the rest of the Odin products, support is provided on paid basis.

1. Partner Support Contracts

In case your technical issue is not covered by free support options for your license and you have a support contract purchased or provided to you as an Odin Partner, contact Odin support team via one of the methods defined by your support contract.

2. Per-Incident support

If your license does not cover free support options, or you do not have a purchased support contract, you should purchase Per Incident support in Odin Online Store to get technical assistance:

http://www.odin.com/support/buy-support/

  • Per-Incident support initial Response Time: 2 hours
  • Guaranteed Response Time: 12 hours

After your payment is confirmed, you will receive an e-mail with instructions on how to use the support incident.

Please note, to investigate and address the issue, Odin Support requires administrative access to the server where the software is installed.

If the reported issue turns out to be a software bug that is not documented in the public Knowledge Base, the Per Incident Support payment will be refunded. Please visit the Odin Support KB for most commonly asked questions:

https://kb.odin.com/

For detailed instructions on how to place an order for Per Incident support, visit:

  • 125584 How do I purchase SUS or support in Odin online store?

3. Support Ticket Bundles

If your technical issue is not covered by free support options for your license, you may purchase Support Ticket Bundles in Odin Online Store:

http://www.odin.com/support/buy-support/#c147203

For more details on how to purchase support, see

  • 125584 How do I purchase SUS or support in Odin online store?

Support Ticket Bundles are valid for 1 year for a number of incidents (10, 20, or 50) and allow getting support for different Odin products. Once you purchase such a bundle, support contract will be created for you.


How to contact technical support

You can contact Odin Technical Support via one of the methods listed below depending on the options available for your license or support contract:

Those customers or partners, who have support contracts, should use their support code. See more details here:

  • 6946 Enterprise Support Code


Self Service Support

You may use free Self Service Support resources to investigate the issue:

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