Support

This page outlines OptiTech's support plans, available channels, and policies. To learn how to access support, please refer to the Support channels section. Identify the channels available to you based on your plan and follow the links to navigate to the relevant information.

Support plans

OptiTech's support plans are mapped to OptiTech Pricing Plans, as outlined in the following table.

Support channels

The support channels you can access differ according to your Support Plan.

OptiTech AI chat assistance

OptiTech AI chat assistance is available to all OptiTech users. You can access it from these locations:

• OptiTech Console: Open the Help menu (?) in the top right corner and select Support. This opens the OptiTech AI Assistant so you can ask questions about the platform.
• OptiTech documentation: Toggle Ask OptiTech AI on the OptiTech documentation site

OptiTech AI chat assistants are updated regularly and built on various sources including the OptiTech documentation, the OptiTech website, and the OptiTech API. For questions about regulations and your own compliance data, use the AI copilot inside the platform instead; its answers cite the legal texts they are based on.

Support tickets

All plans can open support tickets for any OptiTech issue, including billing. Professional plan tickets are prioritized ahead of Start plan tickets, and Enterprise tickets carry a response time SLA.

You can reach the ticketing flow in these ways:

1. OptiTech AI Assistant: Open the Help menu (?) in the top right corner and select Support. This opens the OptiTech AI Assistant. Use Open Support Ticket in the assistant to file a ticket.
2. Billing page: On the Billing page, select Request billing support in the page header. In the form, select a related invoice if you have one and describe your issue.

Slack channel

Slack connect channels are available for an additional fee for Enterprise plan customers. To learn more, contact our sales team.

Dedicated customer success manager

Every Enterprise plan includes a dedicated customer success manager who develops in-depth knowledge of your compliance program, helps with onboarding, and leads quarterly reviews. To learn more, contact our sales team.

Response time SLA

A response time SLA is included for OptiTech Enterprise plan customers. If you are interested in the Enterprise plan, please reach out to our sales team.

Response times

OptiTech aims to respond to all support requests in a timely manner and as soon as practically possible. Customers are prioritized based on their support plan and the Severity of their issue.

The table below outlines OptiTech's response time guidelines for the Enterprise plan.

These times relate to the time it takes OptiTech to respond to the Customer's initial request. This guideline only applies when submitting a support ticket through the OptiTech Console.

Severity levels

When the Customer submits an issue (with or without specifying a starting severity), OptiTech will reasonably assess its severity according to the appropriate severity levels defined below. OptiTech reserves the right to set, upgrade and downgrade severities of support tickets, on a case-by-case basis, considering any available mitigations, workarounds, and timely cooperation from Customers. OptiTech will explain the reasoning to the Customer and will resolve any disagreement regarding the severity as soon as is reasonably practicable. High severity levels should not be used for low-impact issues or general questions!

An explanation of each severity level is provided below.

• Severity 1 - The platform is down or severely impacted, or you cannot complete an authority report with a legal deadline (for example, the 24-hour MSB early warning)

• Severity 2 - The platform is functioning but in degraded or restricted capacity, such as failing evidence collection from an integration or reports that cannot be generated

• Severity 3 - Issue where minor functionality is impacted, such as sporadic sync failures or a billing question

• Severity 4 - Request for information or feature request with no impact on business operations

General support policy

OptiTech provides Support for eligible plans under the terms of this Support Policy as long as the Customer maintains a current subscription to one of the following OptiTech plans: Start, Professional, Enterprise. For more information, see plans. “Support” means the services described in this Support Policy and does not include one-time services or other services not specified in this Support Policy, such as training, consulting, or custom development. See OptiTech plans and pricing for more information about our plans.

Unless described otherwise, defined terms mentioned in this policy shall have the same meaning as defined in the OptiTech Platform Terms.

We provide updates regarding any disruption in our Services on our status page. Please check this source first before seeking support.

Issue resolution

OptiTech will make commercially reasonable efforts to resolve any Issues submitted by customers on eligible plans. Such efforts may (at our discretion) include helping with diagnosis, suggesting workarounds, or changing the Product in a new release. An “Issue” is a material and verifiable failure of the Product to conform to its Documentation. Support will not be provided for the following: (1) use of the Products in a manner inconsistent with the applicable Documentation, (2) modifications to the Products not provided by or approved in writing by OptiTech, (3) use of the Products with third-party software not provided or approved by OptiTech. The Customer shall not submit Issues arising from any products other than the Products or otherwise use Support for unsupported products; this includes issues caused by third-party integrations.

Billing issues

If you, the Customer, believe that your invoice or billing receipt is incorrect, we strongly encourage you to contact our Support team rather than filing a dispute with your card provider. Paid plans can use Request billing support on the Billing page in the OptiTech Console; see Request billing support. Should a payment dispute be filed before getting in touch with us, we are limited in terms of the action we can take to resolve the matter. Once a dispute has been made with the card provider, the account associated with it and all deployments under it may be suspended until it has been resolved.

Etiquette

Regardless of the method or location through which OptiTech provides Support, communication should be professional and respectful. Any communication that is deemed objectionable by OptiTech staff is not tolerated. This includes but is not limited to any communication that is abusive or contains profane language. OptiTech reserves the right to terminate Support Services in the event of any such objectionable communication.

Customer responsibilities

To ensure efficient resolution of issues, customers are expected to (1) provide detailed information about the issue, (2) cooperate with the Support team during troubleshooting, and (3) use available self-service resources for basic inquiries.

Changes to the support policy

We reserve the right to modify, amend, or update this Support Policy, including the types of support offered, support hours, response times, and support plans, at any time and at our sole discretion. Any changes to the Support Policy will be effective immediately upon posting a revised version of this Support Policy. Continued use of our services after such modifications will constitute acknowledgment and acceptance of the changes.