OpenAir Customer Support

This help topic describes the support services available from OpenAir Customer Support. Oracle provides a variety of channels you can use to report a problem or find answers to your questions about OpenAir. For the full list, see Getting Help.

There are two levels of customer support services for OpenAir: Basic and Premium. For more information, see Support Services Subscription Levels.

Depending on your inquiry and the level of your support services subscription, you can contact our team of support professionals online through SuiteAnswers or by phone. For more information, see Support Online and Support by Phone.

Be sure to review the Support Usage Best Practice Guidelines, Case Severity Definitions and Case Resolution Overview before you submit a support case or call the Support team.

Important:

The scope of the support services does not include assistance with creating, maintaining and optimizing user scripting code, API application integration code, API request code, custom and advanced field mapping for the NetSuite integration, or the setup of third-party products integrating with OpenAir. For assistance with any of the above, contact your account manager, OpenAir Professional Services or Advanced Customer Support.

The scope of the support services does not include first level support to users. OpenAir Customer Support cannot assist with unlocking a user account or resetting a password, for example – See Employee Lockout and Resetting Your OpenAir Password.

Support Services Subscription Levels

There are two levels of customer support services for OpenAir: Basic and Premium. The following table outlines the support channels available depending on the type of inquiry and the level of support services subscription.

Inquiry type	Support Channel	Basic Support	Premium Support
Critical problem	Support Online
	Support by Phone
Report a problem	Support Online
	Support by Phone	—
Enable or disable an optional feature	Support Online
	Support by Phone	—
Request an enhancement	Support Online
	Support by Phone	—
Ask a question	OpenAir User Group
	Support Online	—
	Support by Phone	—

The premium support subscription includes more benefits such as enhanced response time, case prioritization, and additional authorized contacts. Refer to NetSuite Cloud Hosting and Support Delivery Policies.

Support Online

You can contact OpenAir Customer Support by submitting an online support request in SuiteAnswers. For more information, see Creating a Support Case.

You will receive a response by email as soon as possible. Response times vary depending on the level of support you have purchased and the current case load our support teams are dealing with. Refer to NetSuite Cloud Hosting and Support Delivery Policies for target response times.

Support by Phone

Phone support is available 24/7. Call the number provided by your account manager. You must have a valid Premium support subscription to receive support by phone.

For quicker assistance, please have the unique identifiers for your company's OpenAir account ready when you call. See OpenAir Account Identifiers and URLs.

Support Usage Best Practice Guidelines

Review the following guidelines before contacting OpenAir Customer Support:

• The scope of the support services does not include assistance with creating, maintaining and optimizing user scripting code, API application integration code, API request code, custom and advanced field mapping for the NetSuite integration, or the setup of third-party products integrating with OpenAir. For assistance with any of the above, contact your account manager, OpenAir Professional Services or Advanced Customer Support.

• The scope of the support services does not include first level support to users. OpenAir Customer Support cannot assist with unlocking a user account or resetting a password, for example, unless the user is an account administrator and no other account administrators is available to help – See Employee Lockout and Resetting Your OpenAir Password.

  Note:

  A strict process is in place to verify the identity of the account administrator contacting OpenAir Customer Support to unlock the user account or reset a password.

• Before contacting OpenAir Customer Support, use self-service help resources such as the OpenAir Help Center or Suite Answers for possible answers to your inquiry. You can search on the SuiteAnswers page to find support articles, training videos, help topics, and best practice documents on any subject need help with

• Wherever possible and regardless of your support services subscription, you should call OpenAir Customer Support only in case of a critical concern (C1). For all non-critical concerns (C2 to C4), you should submit an online case. For information about the different case severity levels C1 to C4, see Case Severity Definitions.

• If you are unable to access the OpenAir user interface, check the OpenAir service Status page before contacting OpenAir Customer Support. See Checking OpenAir Service Status.

• Submit a separate case for each problem or inquiry. This helps OpenAir Customer Support to allocate resources and distribute work appropriately and to improve response times.

• When contacting OpenAir Customer Support, you should allocate sufficient time to work with OpenAir Customer Support. If your availability is limited, include an alternative contact.

• Before you report a problem, an account administrator should check the Allow Support login box in their personal settings (User Menu > Personal Settings).

  Note:

  This setting allows an OpenAir Customer Support representative to access a copy of your company's OpenAir account in a test environment for investigation, if required. It does not authorize OpenAir Customer Support to access your production, sandbox or release preview account.

• When reporting a problem, include as much information as possible, you should include:

  • The OpenAir account type (production, sandbox, preview) and the company ID for the OpenAir account where the problem exists.

  • A full description of the problem and how the outcome differs from the expected behavior or result.

  • Screenshots demonstrating the problematic behavior.

  • Detailed steps to reproduce or demonstrate the problem.

  • Details of all troubleshooting steps you attempted.

  • Any special circumstances that led to the discovery of the problem.

  • The date and time when the problem started or when you noticed the problem.

  • The exact wording of any error messages returned.

• You should never include any sensitive information such as sign-in credentials, credit card numbers, or personally identifiable information, for example..

• You should contact the person in your company who manages OpenAir (account administrator) before reaching out to OpenAir Customer Support to report a problem. Any troubleshooting steps must be done by an account administrator in most cases, as users with other roles often do not the necessary permissions and access privileges.

  Note:

  Account administrators can nominate users who are authorized to submit a Support case. To do so, contact OpenAir Customer Support.

• Only account administrators can contact OpenAir Customer Support to enable an optional feature or request a sandbox refresh. This is verified by the requester email address.

• Review the Case severity definitions and always use the appropriate case severity when submitting a case. See Case Severity Definitions.

  Using the appropriate case severity helps OpenAir Customer Support to prioritize between cases. Otherwise, OpenAir Customer Support need to evaluate the true urgency of each case, which slows down the response time to all cases.

Case Severity Definitions

Review the following case severity definitions and always use the appropriate case severity when submitting a case.

Using the appropriate case severity helps OpenAir Customer Support prioritize between cases. Otherwise, OpenAir Customer Support need to evaluate the true urgency of each case, which slows down the response time to all cases.

• C1 – Critical / Business Down: Production use of the service is stopped or so severely impacted that the company cannot reasonably continue business operations.

• C2 – Urgent: One or more important functions of the service are unavailable with no acceptable alternative solution. Customer's implementation or production use of the service is continuing but there is a serious impact on business operations.

• C3 – How-to / Non-urgent Questions: Important service features are unavailable but an alternative solution is available, or less significant service features are unavailable with no reasonable alternative solution. There is minor loss of business operation functionality or an impact on implementation resources.

  Note:

  Use the case severity C3 – How-to / Non-urgent Questions when submitting a case to request a sandbox refresh.

• C4 – Enhancement / Non-tech Support: An incident that has a minimal impact on business operations or basic functionality of the service.

Case Resolution Overview

Unless our Support team is able to resolve the case, the Support team will log an issue and a with the case. There are two types of issues: defect or enhancement.

• An issue is categorized as a defect when the problem occurs with an existing OpenAir feature that does not work as designed.

• An issue is categorized as an enhancement when the issue is a request for additional functionality for an existing feature or for a new feature.

The resolution of customer-reported defects, and the timeframe for resolution is appropriate to the severity of each defect. OpenAir defines three levels of defect severity:

• S1: The defect blocks one or more core business functions from working. Resolution is a top priority.

• S2: The defect is not preventing any core business functions from being operational. Prioritization depends on the business use case and number of customers impacted.

• S3: The defect is not a significant hindrance to the business or an alternative solution is available or is not a significant hindrance to the business.

Our Support team communicates significant updates related to the defect resolution with impacted customers. The Support team can also provide further assistance as needed. If you want to request additional information or discuss an issue's severity level, please update your support case for assistance.