Contact Openprovider Support

Question

How to reach Openprovider Support?

Answer

Contacting Openprovider support department mainly goes through email. When contacting Openprovider by email, remember the three W's of support:

Who 

When sending an email to Openprovider, be sure to send it from an email address that is registered with Openprovider and include your reseller ID in the email. This allows Openprovider to find the reseller account, and help the reseller faster of an answer.

The Reseller ID can be found in the header in the Control Panel:

 

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What

Describe the issue in as much detail as possible. This means domains, screenshots, order IDs, API calls, API requests, and responses, etc.

There's one rule the reseller should follow here: Openprovider need all the information required to be able to reproduce the problem. If Openprovider can reproduce the issue, then the issue can be solved!

When

Besides who and what, Openprovider also need to know when something occurs.
If Openprovider has all variables of an issue, solving the issue will be that much easier.

By sending an email, the reseller open a ticket with Openprovider support department. Shortly after opening a ticket, the reseller will receive an auto-reply on the email with the ticket ID.

Openprovider use this ticket ID to track the resellers ticket, so whenever a reseller decide to contact us, have the ticket ID handy.

The reseller can reach support through email depending on your location: 

Globe icon
Worldwide
Netherlands icon
Netherlands

Spain icon
Spain

Russian Federation icon

Russia

Round Circle Flag India Vector Images (over 240)India

 

 

 

 

Service Level Agreements

For tickets Openprovider strive to maintain the following service level agreements:

Emails will be answered within one working day or 8 business hours. Follow-ups on the same email will be answered within two working days, or 16 business hours*. 

*These response times may vary when your ticket is escalated to our second-line support. 

 

Phone

In urgent cases it is possible to contact Openprovider by Phone.
Keep the Reseller ID and Ticket ID handy, as Openprovider needs this to be able to help you.

Only resellers can reach us on weekdays (Monday to Friday)


On Fridays, the office has meetings and is unavailable by phone:

  • from 10:30 till 13:30 CET (European Time Zone)
  • from 15:00 till 17:30 IST (Indian Time Zone)

 

Office Location Phone Number Working Hours
Netherlands +31 (0)10 4482299 10:00 - 17:00 CET
Spain +34 932201802

10:00 - 17:00 CET

On Fridays 10.00 - 15.00 CET

India +91 22 5032 3346 10:00 - 18:00 IST

 

Abuse

Complaints about fraudulent webshops, phishing, and copyright violations will not be handled by Openprovider support department, but by the legal team.

Openprovider' s legal team is only available by email.

Please read this article about how to submit an abuse complaint. 

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