Our goal is to ensure seamless service and a world-class customer experience when using our products. To support this, we have developed a global escalation process that allows you to efficiently raise and address issues with us. This process is designed to handle incidents, problems or questions that may come up in your day-to-day usage of the platform.
Reporting the Issue
Report any issue, problem or query through our Support Portal: https://support.opus2.com/support/tickets/new. Here you can add your email, a subject, and a description. This can include links to your projects or documents and you can attach photos, videos regarding the issue.
Finally, a priority based on the issue you are dealing with, and how quickly you need it to be resolved.
Alternatively, you can email us at platformsupport@opus2.com and a ticket will be created for you!
What happens next?
You will receive an auto-acknowledgement from our system, which contains your unique ticket number. The assigned Platform Support Specialist will review the ticket, and conduct tests to ensure we can replicate if it is an issue or problem.
Alternatively, if it is just a query, we will provide documentation, a guide or offer a screen-share to help you with the product.
If required, any issues we cannot resolve will be escalated to our development team and we will notify you that this has been done. Regular updates will then be provided until a) the issue is resolved or b) a workaround is provided.
The support specialist will also then give a final update when the issue is resolved.
Updates
You will always receive all updates from the Platform Support Specialist by email, but at any time you can login to the support portal to:
- View your ticket status,
- Provide additional information or ask for an update,
- Or change the priority.
You will also receive an automated email when a ticket is marked as resolved, keeping you in the loop as much as possible.
If you have any questions, please submit a ticket or email us and we will do our best to assist you.