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Object First ensures optimal Ootbi performance post-setup. Should any unforeseen issues arise, our support team is on hand to maintain your operations seamlessly.

Leveraging proactive monitoring and our team of skilled engineers, we provide continuous, reliable backup infrastructure support, ready to respond swiftly to your urgent needs 24/7.

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Object First Product Support

Support hours24/7/365
Email Support
Parts replacementNBD*
Phone Support
Remote Support sessions
Severity 1 response/contact time
Ticket Submission
*Next Business Day (NBD) Replacement

Next Business Day (NBD) Replacement

Overview

Next Business Day (NBD) service begins once the hardware vendor confirms the part failure and identifies the solution. The start of this process is not dependent on the severity level of the support case.

Case Timing
  • If a failure is reported outside business hours (5 PM EST (For Americas)/5 PM CET (For EMEA)), the hardware vendor cannot dispatch the replacement part or field engineer services until the following business day.
    Example: A support call is made on Thursday at 6 PM Eastern time. The dispatch can begin on Friday, and onsite activity takes place on Monday.
  • Once both the failure and the solution are identified, the replacement part is eligible to ship the next business day.
Dispatch Cut-Off Times (5 PM ET for AMER/5 PM CET for EMEA)
  • Main-Depot shipments: Orders must be processed by 5:00 PM for next business day delivery.
Field Engineer (FE) Support
  • The hardware supplier provides a certified field engineer (FE).
  • Object First Support will coordinate with the end user and the hardware vendor to align the FE visit based on the information provided in a part replacement questionnaire

Severity Level and Response Time

Severity 1 - Ootbi is not available, or the server is down1 Hour
Severity 2 - Ootbi is running in a degraded state4 Hours
Severity 3 - Ootbi is running. General questions and consultations4 Business Hours**
**Best efforts. Some remote areas may take longer

Object First Business Hours

  • US Office:
    Monday-Friday,
    9 AM – 6 PM EST

  • EMEA Office:
    Monday-Friday,
    8 AM – 5 PM GMT

Check out configuration details, how-to guides, and other technical documents

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