During the term of the customer's active support agreement, Omilia will provide the following support services on a commercially and operationally reasonable-effort basis:
- Advice and guidance on technical aspects of the OCP platform, including answering "how-to" questions.
- Responses to general questions and requests for documentation related to OCP components.
- Break/Fix of issues with root causes within the OCP platform.
- Assistance in troubleshooting warnings, errors, and exceptions encountered on the OCP platform.
- Delivery of RCA reports for Severity 1 and Severity 2 incidents rooted on the OCP platform.
- OCP access provisioning and organization management.
- Coordination of access to billable services and deployment tools within OCP.
- Facilitation of contact with Omilia Account Management and Professional Services.
- Communication of new feature requests to the Omilia Product team.
Excluded from the Scope of Support
The following services are excluded from the scope of Support:
- Break/Fix customer application related issues.
- Application targeted, custom model tuning including ASR, NLU, TtS, Voice Biometrics or Gen-AI model tuning.
- Deployment support.
- Custom Analytics dashboards and ad hoc data exports.
- Delivery of application performance reports and custom analytics insights.
- Application Change Requests.
- Project delivery and consultancy.
If you need assistance beyond our standard scope of support, please contact your sales executive to explore our Premium Support packages.
How to work with Support
As part of our standard scope of support you will be gaining access to the following:
- OCP documentation and product guides: https://learn.ocp.ai/
- Academy e-learning platform: https://academy.ocp.ai/
- Omilia Service Desk: https://omilia.support.ocp.ai/
To contact Support, please access the Omilia Help Center Portal and create a ticket through our Omilia Service Desk.
Severity 1 and Severity 2 incidents can also be reported by phone:
| Region | Contact Number |
|---|---|
| US | +1 617 749-2907, +1 540 380-8008 |
| Greece | +30 694 3217719 |
| Cyprus | +35722232147 |
| UK | +44 1144782623 |
Support is provided 24×7 in English. Standard cases are handled during Business Days (Monday-Friday) during extended EU and US business hours.
Support Request Types
Production Incidents
This category is for reporting incidents that significantly impact live customer sessions.
Access Management
This category includes requests for access to OCP development tools and any additional configurations.
Configuration Issues & Generic Tech Support
General technical support, including assistance with configuration questions.
Other Requests
Licensing and billing questions, new product feature suggestions, requests for professional services, go live notifications, any other questions.