24/7 Support.
Zero Compromises.
We’re here when you need us—day or night. Our global support team is ready to respond to urgent issues and keep your backup infrastructure running smoothly.
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Business Hours
Americas: Monday-Friday,
9 AM – 6 PM EST
EMEA: Monday-Friday,
8 AM – 5 PM GMT
Object First Product Support
| Support Hours | 24/7/365 |
| Phone & Email Support | |
| Parts Replacement | Next Business Day (NBD) |
| Remote Support Sessions | |
| Severity 1 Response Time | 1 Hour |
| Ticket Submission |
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
Parts Replacement Returns
- The end user is required to ship back the defective part within 10 days of the part replacement being completed.
Severity Level and Response Time
| Severity Level | Issue Description | Response Time |
|---|---|---|
| Severity 1 | Ootbi is unavailable or the server is down | 1 Hour |
| Severity 2 | Ootbi is running in a degraded state | 4 Hours |
| Severity 3 | General questions or performance-related consultations | 4 Business Hours* |
*Best efforts. Some remote areas may take longer