{"id":36,"date":"2020-10-27T18:45:12","date_gmt":"2020-10-27T18:45:12","guid":{"rendered":"https:\/\/staging.omnis.net\/shop\/?page_id=36"},"modified":"2025-10-27T16:13:59","modified_gmt":"2025-10-27T16:13:59","slug":"support","status":"publish","type":"page","link":"https:\/\/www.omnis.net\/store\/support\/","title":{"rendered":"Support"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section css=&#8221;.vc_custom_1603882232371{margin-top: 0px !important;}&#8221;][vc_row css=&#8221;.vc_custom_1603882295125{margin-top: -50px !important;margin-bottom: -20px !important;}&#8221;][vc_column width=&#8221;1\/4&#8243;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><span style=\"color: #000000;\"><a style=\"color: #000000;\" href=\"\/store\/developer-licences\/\"><b>Developer Licenses<\/b><\/a><\/span><\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><span style=\"color: #008ed6;\"><a style=\"color: #008ed6;\" href=\"\/store\/support\/\"><b>Technical Support<\/b><\/a><\/span><\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><span style=\"color: #000000;\"><a style=\"color: #000000;\" href=\"\/store\/odpp\/\"><b>Developer Partner Program<\/b><\/a><\/span><\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><span style=\"color: #000000;\"><a style=\"color: #000000;\" href=\"https:\/\/www.omnis.net\/store\/education\/\"><b>Education Program<\/b><\/a><\/span><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1603882417035{margin-top: -5px !important;}&#8221;][vc_column][vc_separator][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n<h1 style=\"text-align: center;\"><span style=\"color: #0f6cb1;\">Competent, personal<br \/>\n<\/span>and really helpful<\/h1>\n<p>[\/vc_column_text][vc_row_inner css=&#8221;.vc_custom_1603804885044{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_column_inner width=&#8221;1\/6&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p style=\"text-align: center;\">Access to a high quality technical support is often critical for the success of a project and can save time and money. Omnis provides excellent support by experienced developers \u2013 no waiting loops, no chat bots. You talk to real developers and engineers.<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/6&#8243;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/4&#8243; css=&#8221;.vc_custom_1693466488082{margin-bottom: 30px !important;background-color: #c3ced6 !important;}&#8221;][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\"><span style=\"color: #ffffff;\">Single Ticket<\/span><\/h3>\n<p style=\"text-align: center;\"><span style=\"color: #ffffff;\">\u2022 <strong>ticket for 30 minutes<\/strong> personal tech support with an Omnis support engineer <\/span><\/p>\n<h3 style=\"text-align: center;\"><span style=\"color: #ffffff;\"><span class=\"woocommerce-Price-amount amount\"><bdi><span class=\"woocommerce-Price-currencySymbol\">USD<\/span>&nbsp;50.00<\/bdi><\/span> <\/span><\/h3>\n<p>[\/vc_column_text][vc_separator color=&#8221;white&#8221; el_width=&#8221;90&#8243;]<style type=\"text\/css\">#bklyn_btn_69ea87fac0b85 .bklyn-btn { color:#000000 !important; border-color:#ffffff !important; border-width:3px !important; }#bklyn_btn_69ea87fac0b85 .bklyn-btn:hover{ color:#ffffff !important; border-color:#ffffff !important; }#bklyn_btn_69ea87fac0b85 .bklyn-btn:focus{ color:#ffffff !important; border-color:#ffffff !important; }#bklyn_btn_69ea87fac0b85 .bklyn-btn:active { color:#ffffff !important; border-color:#ffffff !important; }#bklyn_btn_69ea87fac0b85 a.bklyn-btn { font-weight:bold !important; }#bklyn_btn_69ea87fac0b85.bklyn-btn-header a.bklyn-btn { font-weight:bold !important; }#bklyn_btn_69ea87fac0b85.bklyn-btn-header a.bklyn-btn span { font-weight:bold !important; }<\/style><div id=\"bklyn_btn_69ea87fac0b85\" class=\"bklyn-btn-holder  bklyn-btn-center bklyn-btn-tablet-center bklyn-btn-mobile-center\"><a title=\"Support Single Ticket\"   href=\"\/store\/product\/single-ticket\/\" target=\"_self\" class=\"bklyn-btn  bklyn-btn-outline bklyn-btn-normal\" ><span class=\"ut-btn-text\">Buy now<\/span><\/a><\/div>[\/vc_column][vc_column width=&#8221;1\/4&#8243; css=&#8221;.vc_custom_1693466499402{margin-bottom: 30px !important;background-color: #9aa3aa !important;}&#8221;][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\"><span style=\"color: #ffffff;\">Hour Ticket<\/span><\/h3>\n<p style=\"text-align: center;\"><span style=\"color: #ffffff;\">\u2022 <strong>ticket for 60 minutes<\/strong> personal tech support with an Omnis support engineer<\/span><\/p>\n<h3 style=\"text-align: center;\"><span style=\"color: #ffffff;\"><span class=\"woocommerce-Price-amount amount\"><bdi><span class=\"woocommerce-Price-currencySymbol\">USD<\/span>&nbsp;90.00<\/bdi><\/span> <\/span><\/h3>\n<p>[\/vc_column_text][vc_separator color=&#8221;white&#8221; el_width=&#8221;90&#8243;]<style type=\"text\/css\">#bklyn_btn_69ea87fac2426 .bklyn-btn { color:#000000 !important; border-color:#ffffff !important; border-width:3px !important; }#bklyn_btn_69ea87fac2426 .bklyn-btn:hover{ color:#ffffff !important; border-color:#ffffff !important; }#bklyn_btn_69ea87fac2426 .bklyn-btn:focus{ color:#ffffff !important; border-color:#ffffff !important; }#bklyn_btn_69ea87fac2426 .bklyn-btn:active { color:#ffffff !important; border-color:#ffffff !important; }#bklyn_btn_69ea87fac2426 a.bklyn-btn { font-weight:bold !important; }#bklyn_btn_69ea87fac2426.bklyn-btn-header a.bklyn-btn { font-weight:bold !important; }#bklyn_btn_69ea87fac2426.bklyn-btn-header a.bklyn-btn span { font-weight:bold !important; }<\/style><div id=\"bklyn_btn_69ea87fac2426\" class=\"bklyn-btn-holder  bklyn-btn-center bklyn-btn-tablet-center bklyn-btn-mobile-center\"><a title=\"Support Hour Ticket\"   href=\"\/store\/product\/support-hour-ticket\/\" target=\"_self\" class=\"bklyn-btn  bklyn-btn-outline bklyn-btn-normal\" ><span class=\"ut-btn-text\">Buy now<\/span><\/a><\/div>[\/vc_column][vc_column width=&#8221;1\/4&#8243; css=&#8221;.vc_custom_1693466511529{margin-bottom: 30px !important;background-color: #7c858c !important;}&#8221;][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\"><span style=\"color: #ffffff;\">GOLD<\/span><\/h3>\n<p style=\"text-align: center;\"><span style=\"color: #ffffff;\">\u2022 advanced support service for Omnis Studio\u00a0Community + CommunityPro Editions<\/span><br \/>\n<span style=\"color: #ffffff;\">\u2022 <strong>full tech support<\/strong> (email, phone, remote)<\/span><br \/>\n<span style=\"color: #ffffff;\">\u2022 <strong>for 12 months<\/strong><\/span><\/p>\n<h3 style=\"text-align: center;\"><span style=\"color: #ffffff;\"><span class=\"woocommerce-Price-amount amount\"><bdi><span class=\"woocommerce-Price-currencySymbol\">USD<\/span>&nbsp;750.00<\/bdi><\/span> <\/span><\/h3>\n<p>[\/vc_column_text][vc_separator color=&#8221;white&#8221; el_width=&#8221;90&#8243;]<style type=\"text\/css\">#bklyn_btn_69ea87fac3f47 .bklyn-btn { color:#000000 !important; border-color:#ffffff !important; border-width:3px !important; }#bklyn_btn_69ea87fac3f47 .bklyn-btn:hover{ color:#ffffff !important; border-color:#ffffff !important; }#bklyn_btn_69ea87fac3f47 .bklyn-btn:focus{ color:#ffffff !important; border-color:#ffffff !important; }#bklyn_btn_69ea87fac3f47 .bklyn-btn:active { color:#ffffff !important; border-color:#ffffff !important; }#bklyn_btn_69ea87fac3f47 a.bklyn-btn { font-weight:bold !important; }#bklyn_btn_69ea87fac3f47.bklyn-btn-header a.bklyn-btn { font-weight:bold !important; }#bklyn_btn_69ea87fac3f47.bklyn-btn-header a.bklyn-btn span { font-weight:bold !important; }<\/style><div id=\"bklyn_btn_69ea87fac3f47\" class=\"bklyn-btn-holder  bklyn-btn-center bklyn-btn-tablet-center bklyn-btn-mobile-center\"><a title=\"Gold Support\"   href=\"\/store\/product\/gold-support\/\" target=\"_self\" class=\"bklyn-btn  bklyn-btn-outline bklyn-btn-normal\" ><span class=\"ut-btn-text\">Buy now<\/span><\/a><\/div>[\/vc_column][vc_column width=&#8221;1\/4&#8243; css=&#8221;.vc_custom_1623159813706{background-color: #666c70 !important;}&#8221;][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\"><span style=\"color: #ffffff;\">PLATINUM<\/span><\/h3>\n<p style=\"text-align: center;\"><span style=\"color: #ffffff;\">\u2022 support and maintenance service for Omnis Studio Standard + Professional Editions<\/span><br \/>\n<span style=\"color: #ffffff;\">\u2022 <strong>full tech support<\/strong> incl. <strong>updates &amp; upgrades<\/strong> for SDK<\/span><br \/>\n<span style=\"color: #ffffff;\">\u2022 <strong>for 12 months<\/strong><\/span><\/p>\n<h3 style=\"text-align: center;\"><span style=\"color: #ffffff;\"><span class=\"woocommerce-Price-amount amount\"><bdi><span class=\"woocommerce-Price-currencySymbol\">USD<\/span>&nbsp;1,750.00<\/bdi><\/span> <\/span><\/h3>\n<p>[\/vc_column_text][vc_separator color=&#8221;white&#8221; el_width=&#8221;90&#8243;]<style type=\"text\/css\">#bklyn_btn_69ea87fac5626 .bklyn-btn { color:#000000 !important; border-color:#ffffff !important; border-width:3px !important; }#bklyn_btn_69ea87fac5626 .bklyn-btn:hover{ color:#ffffff !important; border-color:#ffffff !important; }#bklyn_btn_69ea87fac5626 .bklyn-btn:focus{ color:#ffffff !important; border-color:#ffffff !important; }#bklyn_btn_69ea87fac5626 .bklyn-btn:active { color:#ffffff !important; border-color:#ffffff !important; }#bklyn_btn_69ea87fac5626 a.bklyn-btn { font-weight:bold !important; }#bklyn_btn_69ea87fac5626.bklyn-btn-header a.bklyn-btn { font-weight:bold !important; }#bklyn_btn_69ea87fac5626.bklyn-btn-header a.bklyn-btn span { font-weight:bold !important; }<\/style><div id=\"bklyn_btn_69ea87fac5626\" class=\"bklyn-btn-holder  bklyn-btn-center bklyn-btn-tablet-center bklyn-btn-mobile-center\"><a title=\"Platinum Support\"   href=\"\/store\/product\/platinum-support\/\" target=\"_self\" class=\"bklyn-btn  bklyn-btn-outline bklyn-btn-normal\" ><span class=\"ut-btn-text\">Buy now<\/span><\/a><\/div>[\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/6&#8243;][\/vc_column][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">The optimum of support, products and service for you in Omnis Developer Partner Program (ODPP)<\/h3>\n<p style=\"text-align: center;\">If you want to receive the optimum of technical support, service and access to pre-releases you should join the <a href=\"https:\/\/www.omnis.net\/store\/odpp\/\">Omnis Developer Partner Program (ODPP)<\/a> which is your guarantee of superior services and support of your project.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/6&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section css=&#8221;.vc_custom_1612866583105{background-color: rgba(194, 207, 217, 0.4) !important;*background-color: rgba(194,207, 217, 0.4) !important;}&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<h2 style=\"text-align: left;\">FAQs about <span style=\"color: #008ed6;\">&#8230;<\/span><\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/6&#8243;][\/vc_column][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h3><span style=\"color: #008ed6;\">&#8230;<\/span>\u00a0Omnis Technical Support<\/h3>\n<p>[\/vc_column_text]<div class=\"wpb_content_element \"><style type=\"text\/css\">#ut_accordion_69ea87fac5688 .ut-accordion-module-heading { color: #707070 }#ut_accordion_69ea87fac5688 .ut-accordion-module-item.open .ut-accordion-module-heading { color: #ffffff }#ut_accordion_69ea87fac5688 .ut-accordion-module-heading:hover { color: #ffffff }#ut_accordion_69ea87fac5688 .ut-accordion-module-heading:active { color: #ffffff }#ut_accordion_69ea87fac5688 .ut-accordion-module-heading:focus { color: #ffffff }#ut_accordion_69ea87fac5688 .ut-accordion-module-heading { background: #c2cdd6 }#ut_accordion_69ea87fac5688 .ut-accordion-module-heading:after { color: #000000 }#ut_accordion_69ea87fac5688 .ut-accordion-module-heading { font-size: 14px; }#ut_accordion_69ea87fac5688 .ut-accordion-module-heading { font-weight: 400; }#ut_accordion_69ea87fac5688 .ut-accordion-module-heading::before { -webkit-border-radius: 50%; -moz-border-radius: 50%; border-radius: 50%; }#ut_accordion_69ea87fac5688 .ut-accordion-module-heading::before { color: #ffffff; }#ut_accordion_69ea87fac5688 .ut-accordion-module-heading::before { background: #008ed6; }#ut_accordion_69ea87fac5688 .ut-accordion-module-heading::before { border: 1px solid #008ed6; }<\/style><div id=\"ut_accordion_69ea87fac5688\" data-accordion-group class=\"ut-accordion-module ut-accordion-module-group  ut-accordion-module-with-counter ut-accordion-module-with-background\"><div data-accordion data-transition=\"400\" data-easing=\"ease\" class=\"ut-accordion-module-item \"><h3 data-control class=\"ut-accordion-module-heading\" data-counter=\"1\">Does the free Community Edition developer license include some free technical support?<\/h3><div data-content class=\"ut-accordion-module-content\"><div class=\"ut-accordion-module-inner entry-content clearfix\"><p>Yes, it does. A basic support service is included in the free Community Edition. This basic support service is provided by experienced developers and support engineers and provides real help for you. This free support service is not limited in the number of cases but it is provided by email only.<\/p>\n<\/div><\/div><\/div><div data-accordion data-transition=\"400\" data-easing=\"ease\" class=\"ut-accordion-module-item \"><h3 data-control class=\"ut-accordion-module-heading\" data-counter=\"2\">I understand that some of the Omnis Studio Editions include some technical support. When would I want to purchase a support ticket or GOLD and PLATINUM support?<\/h3><div data-content class=\"ut-accordion-module-content\"><div class=\"ut-accordion-module-inner entry-content clearfix\"><p>The subscription fees of the CommunityPro Edition include a basic technical support service by email only. The Professional Edition perpetual licenses don\u2019t include any technical support.<\/p>\n<p>If you want to speed up your development by discussing a technical issue important for your project with an experienced Omnis support engineer you can purchase a single support ticket or an annual support service. This service will provide you with a high level of technical knowledge, and the service includes remote web sessions to work directly on your issue together with you. If helpful for your case, our support team may also provide you with a sample code which illustrates the solution to your issue.<br \/>\nThe Omnis Support services will help you with problems regarding the development, deployment or management of Omnis applications.<\/p>\n<\/div><\/div><\/div><div data-accordion data-transition=\"400\" data-easing=\"ease\" class=\"ut-accordion-module-item \"><h3 data-control class=\"ut-accordion-module-heading\" data-counter=\"3\">Does subscription service for licensing include software patches and updates?<\/h3><div data-content class=\"ut-accordion-module-content\"><div class=\"ut-accordion-module-inner entry-content clearfix\"><p>One of the many benefits of license subscriptions is that patches and updates of the Omnis Studio platform are included. This means that when we deploy a patch release or a new feature, you get it at no additional cost.\u00a0So without additional payments you will always be on the latest version of the Omnis technology.<\/p>\n<\/div><\/div><\/div><div data-accordion data-transition=\"400\" data-easing=\"ease\" class=\"ut-accordion-module-item \"><h3 data-control class=\"ut-accordion-module-heading\" data-counter=\"4\">What is a Support Ticket?<\/h3><div data-content class=\"ut-accordion-module-content\"><div class=\"ut-accordion-module-inner entry-content clearfix\"><p>A support ticket entitles to having a single support issue being worked on by the Omnis support team. A single support issue is an issue that cannot be broken down into smaller issues.<br \/>\nThe communication and processing of your support ticket takes place by phone, email and\/or in remote web sessions.<\/p>\n<\/div><\/div><\/div><div data-accordion data-transition=\"400\" data-easing=\"ease\" class=\"ut-accordion-module-item \"><h3 data-control class=\"ut-accordion-module-heading\" data-counter=\"5\">What is the expected response time for a ticket, GOLD and PLATINUM support?<\/h3><div data-content class=\"ut-accordion-module-content\"><div class=\"ut-accordion-module-inner entry-content clearfix\"><p>Initial response times are typically within a few business hours.\u00a0 Our support hours are Monday to Friday from 9am to 5pm.<\/p>\n<\/div><\/div><\/div><div data-accordion data-transition=\"400\" data-easing=\"ease\" class=\"ut-accordion-module-item \"><h3 data-control class=\"ut-accordion-module-heading\" data-counter=\"6\">Does Omnis Technical Support guarantee a solution?<\/h3><div data-content class=\"ut-accordion-module-content\"><div class=\"ut-accordion-module-inner entry-content clearfix\"><p>The Omnis Support team will make all efforts to resolve your issue. However, there can be different reasons why we may not be able to fully resolve your issue. This can especially be the case in a heterogenous environment that includes various other software products. Therefore we cannot guarantee a solution of your issue.\u00a0 In case we won\u2019t be able to provide you with an acceptable solution we will always try to provide you with a workaround or recommend an alternative approach.<\/p>\n<\/div><\/div><\/div><div data-accordion data-transition=\"400\" data-easing=\"ease\" class=\"ut-accordion-module-item \"><h3 data-control class=\"ut-accordion-module-heading\" data-counter=\"7\">Are there any areas which support tickets and GOLD and PLATINUM support do not cover?<\/h3><div data-content class=\"ut-accordion-module-content\"><div class=\"ut-accordion-module-inner entry-content clearfix\"><\/p>\n<ul>\n<li>Feature enhancements<\/li>\n<li>Performance tuning of your application<\/li>\n<li>Onsite support<\/li>\n<\/ul>\n<p>\n<\/div><\/div><\/div><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/6&#8243;][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section css=&#8221;.vc_custom_1603882232371{margin-top: 0px !important;}&#8221;][vc_row css=&#8221;.vc_custom_1603882295125{margin-top: -50px !important;margin-bottom: -20px !important;}&#8221;][vc_column width=&#8221;1\/4&#8243;][vc_column_text] Developer Licenses [\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243;][vc_column_text] Technical Support [\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243;][vc_column_text] Developer Partner Program [\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243;][vc_column_text] Education Program [\/vc_column_text][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1603882417035{margin-top: -5px !important;}&#8221;][vc_column][vc_separator][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text] Competent, personal and really helpful [\/vc_column_text][vc_row_inner css=&#8221;.vc_custom_1603804885044{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_column_inner width=&#8221;1\/6&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text] Access to a high quality technical support is often critical for the success [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-36","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.omnis.net\/store\/wp-json\/wp\/v2\/pages\/36","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.omnis.net\/store\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.omnis.net\/store\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.omnis.net\/store\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.omnis.net\/store\/wp-json\/wp\/v2\/comments?post=36"}],"version-history":[{"count":3,"href":"https:\/\/www.omnis.net\/store\/wp-json\/wp\/v2\/pages\/36\/revisions"}],"predecessor-version":[{"id":1887,"href":"https:\/\/www.omnis.net\/store\/wp-json\/wp\/v2\/pages\/36\/revisions\/1887"}],"wp:attachment":[{"href":"https:\/\/www.omnis.net\/store\/wp-json\/wp\/v2\/media?parent=36"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}