Integration Basics

Support

OpenMarket provides enterprise-class 24/7 global technical support delivered from our service centers located in the United States, the United Kingdom, Australia and India.

Map showing our support and office locations

We provide 10 working days notice in advance of any maintenance. Because OpenMarket’s core network has an active-active, high-availability architecture, planned maintenance does not impact production traffic.

We will also notify you of any service issue that an individual mobile operator is experiencing, as well as their planned maintenance schedule (when advised).

Escalating an issue

All of our technical support engineers and customer-facing technicians are direct OpenMarket employees and are available by phone, email, and our web-based ticketing system available in Customer Center. If you wish to call, our regional numbers are:

  • US: +18772772801
  • UK: +442089878855
  • Australia: +61293322141

Priority levels

OpenMarket has a well-defined escalation process and severity classification. After an issue is reported the OpenMarket support team will triage and resolve the matter as quickly as possible. Subject Matter Experts are brought in as needed to assist in resolving the issue, and if necessary support teams will escalate to additional teams such as Product and Engineering. Customers can also escalate to Duty Managers and the Support Global Director if we do not meet our defined Response and Update targets. Below are our standard service targets.

Priority 1 - Service outage

OpenMarket service or services unavailable to your business (excluding the CIE).

  • Initial response time: 15 minutes
  • Update frequency: One hour or as otherwise agreed

Priority 2 - Service degradation

Some component of an OpenMarket service is unavailable to your business (excluding the CIE). For example, if we cannot reach a specific mobile operator, or we are temporarily unable to pass on delivery receipts.

  • Initial response time: 30 minutes
  • Update frequency: Four hours or as otherwise agreed

Priority 3 - Service disruption

Service available, however, there may be a non-critical, temporary level of impact to your business. For example, if there is an issue with accessing reports. We also use this priority level to advise you of any planned maintenance.

  • Initial response time: 4 hours
  • Update frequency: 24 hours or as otherwise agreed

Priority 4 - General requests

Any issue raised that doesn't impact our service. For example, helping with a technical issue you may have while integrating with OpenMarket.

  • Initial response time: 8 hours
  • Update frequency: As material progress is made or as otherwise agreed