Contact Openprovider Support

How to contact Openprovider

 

For Commercial (Sales) questions

If you have questions about prices, memberships, account details or any other commercial enquiry, you can reach out to our Sales department by selecting the “Sales” option in the Support Contact Form if you already are a reseller, or by filling in this contact form if you are interested in becoming one.



For Support questions

Most cases are described in our extensive knowledge base: technical requirements, workarounds, tips, technical documentation, etc. We aim to ensure our customers can work independently and effectively through our knowledge base. Please do not hesitate to let us know if you spot any inaccurate or missing information, so that we can update the knowledge base accordingly!

 

If you encounter any technical issue, cannot find the relevant information in our knowledge base or the information in our knowledge base is not clear, then you can contact our Support department for further assistance.

To do so, please go to our contact page and select the relevant option:

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Important:
If you already are one of our customers (and therefore choose this option), you will need to contact us from an email address registered in your account and your Reseller ID.

Your reseller ID can be found at the top-right-hand corner of your Openprovider control panel:

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We use Zendesk’s ticketing system to manage our inbound queries and will respond to you from there.

Please note that our working hours are Monday to Friday 6.00 AM-6.00 PM CET.

 

Tips for an effective resolution of your issue:

  • If you already have an open ticket, please reply to this ticket so that we keep all the communication in one place
  • Be as descriptive as possible: what technical environment you’re using, error message, screenshot or screen recording, logs, API calls/responses, etc.
  • Specify what your intended actions were: what you were trying to achieve through the actions causing the issue. This will help us potentially finding a workaround for you
  • Mention any knowledge base article you have used and why it did not help (unclear, incomplete, outdated, etc.)



Languages supported and working hours

We currently support the following languages:

English Dutch Spanish / Catalan Hindi / Marathi
Screenshot_2021-11-17_at_17.16.11.png glag_dutch.png flag_ES_CAT.png 1200px-Flag_of_India.svg.png

 

Our working hours are the following ones:

  • English : Monday to Friday, 6 AM to 6 PM CET
  • Dutch : Monday to Friday, 9 AM  to 5.30 PM CET
  • Spanish : Monday to Friday, 9 AM to 6 PM CET
  • Hindi / Marathi : Monday to Friday, 6.30 AM to 1.30 PM CET



Service Level Agreement

Openprovider strive to maintain the following service level agreements:

Tickets will be answered within one working day or 8 business hours. Follow-ups on the same request 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.



Urgent issues

For urgent issues, our existing customers have the option to contact us by phone at certain hours. Important: you will need your reseller ID at hand and, if applicable, the ticket number.

 

Phone numbers and availability*:

Dutch Line: (+31) 10 808 0747 - Monday to Thursday 10am to 5pm CET - Friday 1pm to 5pm CET

Spanish Line: (+34) 902 84 83 19 - Monday to Thursday 10am to 5pm CET - Friday 1pm to 5pm CET

Indian Line: (+91) 22 5032 3346 - Monday to Thursday 10am to 6pm IST - Friday 10am to 3pm IST

International number (in English): (+31) 10 808 0815 - Monday to Thursday 6am to 5pm CET - Friday 1pm to 5pm CET

 

*Please bear in mind that our main contact channel is our ticketing system - the above phone opening hours are only indicative: due to meetings and training some or all of our lines might be temporarily unavailable.



Abuse

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

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

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