Enterprise Support

Professional support for OwnPay Enterprise customers.

Website: support.ownpay.org

Support Channels

Email Support

• For: Non-urgent inquiries, documentation requests, feature questions
• Response Time: 24-48 hours
• Available: Monday-Friday, business hours

Phone Support

• For: Urgent issues, critical downtime, production problems
• Hours: Monday-Friday, 9 AM - 6 PM (UTC)
• Response Time: Within 1 hour for critical issues
• Dedicated Line: Available for enterprise customers

Ticket System

• For: Structured issue tracking and follow-up
• Features:
  • Create, track, and manage support tickets
  • Attach logs and screenshots
  • Real-time status updates
  • Conversation history
  • Escalation tracking

Support Plans

Community Support

• Free for all OwnPay users
• Forum-based community help
• Response time: Community-driven (typically 24-72 hours)
• Includes: Bug reports, feature requests

Business Support

• Paid support plan
• Email & Ticket system access
• Response time: 8-24 hours
• Includes: Installation help, configuration, troubleshooting
• Best for: Growing businesses needing reliable support

Enterprise Support

• Premium support plan
• Email, Phone & Ticket system access
• Response time: 1-4 hours for critical issues
• Includes:
  • Dedicated support engineer
  • Architecture consultation
  • Performance optimization
  • Custom integration support
  • Regular health checks
• Best for: Large deployments, mission-critical systems

Getting Support

Create a Support Ticket

1. Go to support.ownpay.org
2. Sign in with your OwnPay account
3. Click "New Ticket"
4. Select your support plan
5. Describe your issue
6. Attach logs or screenshots
7. Submit

Include in Your Report

• OwnPay version (Settings → System Info)
• Error messages (full stack trace)
• Steps to reproduce the issue
• Server information (PHP version, MySQL version, OS)
• Relevant logs (from storage/logs/)
• Screenshots if applicable

Common Issues

Installation Problems

• Server requirements not met
• PHP extensions missing
• Database connection issues
• File permissions → Check System Requirements → See Installation Guide

Integration Issues

• API key errors
• Webhook verification failures
• Timeout errors → Check Developer Quickstart → See Webhooks Setup

Performance Issues

• Slow transactions
• Database queries
• Memory usage → See Performance & Scaling

Security Concerns

• Suspicious activity
• Potential breach
• SSL/Certificate issues → See Security & Compliance → Contact Enterprise Support immediately

Before Contacting Support

1. Check documentation - Many issues are answered in User Guide or Developer Guide
2. Search existing tickets - Your issue may already be resolved
3. Check FAQ - Common questions answered
4. Check Troubleshooting - Step-by-step solutions
5. Review Changelog - Known issues and fixes

Service Level Agreement (SLA)

Enterprise Support includes:

• 99% uptime guarantee for support infrastructure
• Guaranteed response times for critical issues
• Escalation path for urgent matters
• Monthly business review for optimization
• Proactive monitoring and recommendations

Contact

Support Portal: support.ownpay.org

Email: [email protected]

Phone: +1 (XXX) XXX-XXXX (for Enterprise customers)

Hours: Monday-Friday, 9 AM - 6 PM (UTC)

For non-urgent inquiries, email is preferred. For critical issues, use the phone support or emergency contact number.

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Need help right now?

1. Check Troubleshooting
2. Check FAQ
3. Search support.ownpay.org
4. Create a ticket or call support