Knowledge Base

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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 on 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:

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Worldwide support line
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Netherlands support line
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Spanish support line

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Russian support line

 

 

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. 

Chat

If the reseller is logged in his control panel by Openprovider the reseller can contact us via chat!
In the control panel on the right side, Is a green "help" button.

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When clicking on the help button, there will be shown a few suggestions from Openproviders knowledge base which might already give the reseller the answer to the question.

If this does not answer the question, the reseller can start a live chat with Openprovider support colleagues via the button "Live chat". This option is only shown during office hours (weekdays from 09:30 - 17:00 CET) and when Openprovider support colleagues are available. If the team is not available, the button "live chat" is replaced with a form which the reseller can use to send a ticket by email to Openprovider.

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Phone

It's also possible to contact Openprovider by phone. Use this for urgent cases only and remember to keep the reseller, and ticket ID handy, as Openprovider need this to be able to help you by phone.

Only reseller can reach us on weekdays from 09:30 - 17:00 CET.
On Fridays, the office has 2 weekly meetings and is unavailable by phone (and chat) from 10:30 - 13:30 and from 15:00 - 15:30.

+31 (0)10 4482299

Abuse

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

Openproviders legal team is only available by email.

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

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