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OMNIMax Support

OMNIMax Support is technical assistance to ensure the OMNIMax system is functioning correctly, and is included in the OMNIMax System License.

OMNIMax Support is run through our Support and Knowledge Portal where customers can lodge support tickets, which are then triaged by our support team and progressed appropriately. All support requests must be lodged through the Portal.

The Support and Knowledge Portal also includes a Knowledge Base where customers can find answers to a range of questions. These answers can be accessed without having to lodge a support ticket.

Support Levels

We offer three levels of support to OMNIMax clients:

  • Support and Knowledge Portal access

    Support and Knowledge Portal access
  • Phone support (NZ business hours)
  • Maximum target response time

    Maximum target response time
  • Support hours per quarter

    Support hours per quarter
  • Rollover of unused Support hours

    Rollover of unused Support hours
  • Use of Support hours for work outside support

    Use of Support hours for work outside support
  • Charge for additional Support hours

    Charge for additional Support hours
  • Quarterly Report
Basic
Free
  • Support and Knowledge Portal access

    Yes
  • No
  • Maximum target response time

    4 hours
  • Support hours per quarter

    2 hours
  • Rollover of unused Support hours

    No
  • Use of Support hours for work outside support

    No
  • Charge for additional Support hours

    Standard support rate
  • No
Plus
$250 / month
  • Support and Knowledge Portal access

    Yes
  • Yes
  • Maximum target response time

    2 hours
  • Support hours per quarter

    4 hours
  • Rollover of unused Support hours

    Yes, 8 hours max.
  • Use of Support hours for work outside support

    Yes
  • Charge for additional Support hours

    Standard support rate less 10%
  • Yes
Premium
$500 / month
  • Support and Knowledge Portal access

    Yes
  • Yes
  • Maximum target response time

    2 hours
  • Support hours per quarter

    8 hours
  • Rollover of unused Support hours

    Yes, 16 hours max.
  • Use of Support hours for work outside support

    Yes
  • Charge for additional Support hours

    Standard support rate less 10%
  • Yes

Important Information

Support for Enterprise systems and more extensive Support requests are available and can be discussed with OMNIMax.

Support is invoiced monthly,

All OMNIMax Support hours are tracked and if required, they are invoiced in 15-minute periods.

For new customers, Support will not be invoiced for the first 30 days from the handover of the system, as support during this time is considered part of the original system creation project. After 30 days, customers will be introduced to our Support team and the Support and Knowledge Portal.

OMNIMax Support is a remotely operated service, however, should on-site support be required then this work will be quoted and charged for separately.

Scheduled downtime for System Maintenance occurs every second Saturday morning, between 5am and 6am (New Zealand Time). Very rarely there may be hot fixes required, and these are done at 5am so as not to disrupt any systems.

Training

We can educate your team on the tools, processes and techniques for using our software, as well as create custom quick start videos that you can keep for future reference. Get in touch with our team for more info.

Get in Touch >

Technical Specifications

OMNIMax solutions work best with the latest operating systems (the hardware on your computer) and browsers (software you use to view the internet) and these require regular updating. An old browser may be unsupported and is a security risk, jeopardising your data.

As we continue to upgrade our solutions and security you may start to encounter issues. Use this tool to find out if your browser or operating system needs to be updated. It also provides handy information and links if you do need to update.

OMNIMax supports the most current versions of the following operating systems and browsers:

  • Windows (recommended)

  • Apple Macintosh
  • Google Chrome (recommended)
  • Microsoft Edge
  • Mozilla Firefox
  • Apple Safari

Support FAQ’s

Yes, we have a range of support options, please refer to the different levels of support available above or Contact us >.
If you have a Support account, the OMNIMax Support & Knowledge Portal can be accessed here.

If you’d like to request access to the OMNIMax Support & Knowledge Portal, please email us at contact@omnimax.co.nz.

Our OMNIMax service uses Microsoft Azure for all of our servers. Azure is a cloud-based computing service that is operated by Microsoft for application management and uses Microsoft managed data centres.

Our OMNIMax Application that sits within the Azure Environment uses the following components with the associated uptime.

  • Virtual Machines – 99.99% uptime
  • SQL Database – 99.995% uptime
  • Azure Key Vault – 99.99% uptime
  • App Service – 99.95% uptime
  • Application Gateway – 99.95% uptime

For more information on the Azure SLA’s, the following links provide more details.

https://azurecharts.com/sla

https://azure.microsoft.com/en-gb/support/legal/sla/summary/

Omnimax Software Solutions Ltd
Level 1, 69 Corsair Drive,
Wigram, Christchurch 8042,
New Zealand
+64 3 377 5906

Omnimax India Pvt. Ltd
F-2, Sector-6,
Noida -201301 (UP),
India
+91 1204112270 72

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