Questions and Support

Introduction

We want you to get the most out of our software, and want your daily processes to run as smooth as possible. That’s why we offer a wide range of information and support options. We’re always happy to help you, whether you’re experiencing problems with our software, have questions, or general remarks, our resources and team will be there to accommodate you as best we can.

General

Every OTYS client has multiple types of users. Normal users, Key users, and Super users. These user types help us determine the rights and permissions within your system. If you’re experiencing any problems or have any questions, our first suggestion is to ask the super user in your organisation for help. They can usually help you with the most common problems and questions.

If the super user is not able to help you, or if you yourself are the super user, you can use this very helpdesk to find more information. Navigate through our documentation or use the search function to find the article that fits your needs. These articles will most likely include instructions and offer help or solutions to your problem.

If the helpdesk does not offer sufficient answers to your query, feel free to contact our support team. The easiest way to do so is by opening a bug ticket, and outlining your specific question or query as detailed as you can. Creating a well rounded description of the issue will help our team tremendously in assisting you with your question. Once sent by you, our team will process the ticket as soon as possible, and you will be kept informed on the status of your question or request.

For general questions or remarks you can of course also contact your dedicated customer success manager.

In case of emergencies, you can contact the emergency support phoneline.

How to create a ticket

Support tickets can be created by super users. They can create tickets for remarks, bugs, and queries. You can create a ticket by following these steps:

In your OTYS Go! environment, click the question mark in the upper right corner of your screen, next to your profile picture
Click ‘Support’. This will open the support module
Now, click ‘New ticket’ in the top bar of the module
Follow the instructions to create your ticket

Is my ticket eligible for support?

Before we can answer this, let's start with a little bit of theory. As described in the Service Level Agreement (SLA), we distinguish three different types of tickets at Support:

Category 1: Bugs
Category 2: Questions
Category 3: Other

Selecting any option will prompt a screen with more information regarding your choice, such as how to best formulate your ticket to help us help you, and give you details and context to what selecting this option means. For example, when you send in a question, the first 30 minutes of work on your ticket will be free of charge. If more time is needed to resolve your issue, we will charge our standard rate, which is listed in the explanation of the ‘Questions’ button. We will always aks for your approval before we continue with the work.

Please do note that if you send in a ‘bug’ or ‘other’ type of ticket that ends up being a ‘service request’ or a ‘question’, we can charge our standard rate with accordance to your SLA.

How will my ticket be tracked at support?

Once you send a ticket, our support team will assess it to the best of their abilities. They might get back to you with a request for more information, or for more detailed steps. Please take the time to provide these as it helps us figure out the best way to help you.

There’s a chance that your ticket will have to be forwarded to our product team, who will asses the bug or question, and consult with our developers. Once your bug or other ticket has been approved by them for development, an estimated date of release will appear in the top of your ticket, displaying a week number in which we hope to fix your issue. Do keep in mind that we work in development cycles of approximately 2 months (the end of every ‘uneven’ month). There’s always a chance that your ticket that has been deemed in need of development work might not end up in the upcoming release.

How do I close a ticket?

You can close support tickets yourself by clicking the ‘stop’ icon in the ticket. After this you will be prompted to rate our service. Doing this will allow you to give our support team feedback on the way they handled your ticket. This review is instantly visible to us. Thank you in advance for leaving your feedback, we look forward to reading it.

You can find the button per ticket at the top right of the preview panel and the ticket detail by clicking your ticket.

Emergencies

If you can not reach the support module because your environment is down, if it’s not working as usual, or if you’re experiencing a major outage, please call our emergency support line. Our support is available on weekdays for key users and super users for major malfunctions or urgent bugs.

Emergency line (from the Netherlands): +31 900 666 666 9
Emergency line (From anywhere else in the world): +31 318 584 918

For more general OTYS questions you can call our office at +31 3 185 84 900. From here, you will be given a menu to choose from.

#1 For our financial department
#2 For new customers and/or if you have questions regarding new products
#3 For super users who want to be forwarded to our emergency phoneline
#4 For other questions and/or want to speak to a specific member of our team.