Scope of Support

During the term of the customer’s active support agreement, Omilia will provide the following support services on a commercially and operationally reasonable-effort basis:

  • Advice and guidance on technical aspects of the OCP platform, including answering “how-to” questions related to the use and configuration of OCP.
  • Responses to general questions and requests for documentation related to OCP components.
  • Break/Fix of issues with root causes within the OCP platform.
  • Assistance in troubleshooting warnings, errors, and exceptions encountered on the OCP platform.
  • Delivery of RCA reports for Severity 1 and Severity 2 incidents rooted on the OCP platform.
  • OCP access provisioning and organization management, including support for Organization Administrators in resolving access-related issues. Support will grant you access to OCP, and help you set up your Organization, assisting your Organization Administrator with any access related issues.
  • Coordination of access to billable services and deployment tools within OCP, such as Testing Studio, Pathfinder, and Advanced Conversational Insights.
  • Facilitation of contact with Omilia Account Management and Professional Services for implementing changes to your application.
  • Communication of new feature requests to the Omilia Product team.

Excluded from the Scope of Support

The following services are excluded from the scope of Support:

  • Break/Fix customer application related issues. Once an application is signed off and the project moves to closure, our standard support scope is limited to the platform itself. While we make commercially reasonable efforts to help troubleshoot application issues post-handover, we do not provide ongoing application-level fixes as part of standard support. Upon acceptance and deployment in the production environment, the application is considered customer-owned at that point and may be configured or modified further at the customer’s discretion. Examples include: JavaScript code errors in the application, issues caused by changes in external web service responses, or misconfigured conversation flow logic leading to unexpected behavior.
  • Application targeted, custom model tuning including ASR, NLU, TtS, Voice Biometrics or Gen-AI model tuning.
  • Deployment support. OCP allows users with appropriate permissions to securely deploy applications to production independently. For planned deployment assistance, please request Professional Services hours or consider our Premium Support offerings.
  • Custom Analytics dashboards and ad hoc data exports. OCP provides access to Conversational Insights for performance monitoring on a licensed basis. Any custom dashboards beyond those provided out of the box are subject to separate charges. Similarly, while users can access the OCP export service for ad hoc data pulls, support requests for data exports or custom analyses are billable based on effort.
  • Delivery of application performance reports and custom analytics insights
  • Application Change Requests including addition of new self-services, creation of new intents, flow modifications, secret key rotation, and similar updates.
  • Project delivery and consultancy.

If you feel that you need assistance beyond our standard scope of support, please contact your sales executive to explore our Premium Support packages. If you do not have a regular contact at Omilia and want help in this regard, please raise a Service Request through our Service Desk and we will facilitate the conversation for you.

How to work with Support

As part of our standard scope of support you will be gaining access to the following:

To contact Support, please access the Omilia Help Center Portal and create a ticket through our Omilia Service Desk. Before raising a request, we recommend searching our Knowledge Base and Product Guides to see if your question has already been addressed. If you’re unable to find a solution, you can submit a support ticket by selecting the appropriate request type and providing all necessary details.

All communication and updates regarding your request will take place through the ticket. You can track the status and view the full history, including all communications and resolutions, directly on the portal. If support has been provided and the customer does not respond after 3 consecutive reminders and an 8-day period of inactivity since the last update, the ticket may be closed.

Severity 1 and Severity 2 incidents can also be reported by phone at:

Region Contact Number
US +1 617 749-2907, +1 540 380-8008
Greece +30 694 3217719
Cyprus +35722232147
UK +44 1144782623

However, we strongly recommend opening a ticket first with all relevant information. If a ticket does not already exist, one will be created for you.

Support is provided 24×7 (twenty-four by seven) in English. Standard cases are handled during Business Days (Monday-Friday) during extended EU and US business hours (09:00am–1:00am CET / 03:00am–07:00pm EST / 07:00am–11:00pm UTC). Only severity 1 and 2 production incidents are addressed outside of these hours.

Support Request Types

Cases opened with Omilia Service Desk are classified based on the following request type definitions.

Production Incidents

This category is for reporting incidents that significantly impact live customer sessions.

Access Management

This category includes requests for access to OCP development tools and any additional configurations, such as adding Organization Administrators, custom policies, or access to Conversational Insights and Testing Studio.

Configuration Issues & Generic Tech Support

General technical support, including assistance with configuration questions related to services or technical issues not covered by other request types. Product, and platform defects impacting use of OCP tools.

Other Requests

Licensing and billing questions, new product feature suggestions, requests for professional services (e.g. for developing new application features), go live notifications, any other questions.