Once you've opened your ticket, we do the following to make sure we consistently deliver high-quality support:
All new tickets are assigned directly to OpenNMS technical support engineers.
Based on the situation and the severity, our team of support engineers will contact you within our committed response times.
Available 7 a.m. to 7 p.m. EST Monday - Friday, unless you have 24/7 support.
You also have access to the ticket, so if you feel like something is not being addressed correctly or you need to provide clarification, you can add those comments to the ticket. There may also be some offline exchange of information.
If the conversation necessitates it, we may request a quick call or screen share to understand the exact issue so we can provide a solution in a timely manner. If you have 24 x 7 support, then you can call the hotline provided to you in cases where a critical issue occurs during support off-hours.