Support

handel gmbh is the single point of contact for otwatch and, under an SLA contract, for the complete OpenText platform. Support is delivered from Switzerland by the same team that implements and operates the solution.

Support channels

Customer portal (Jira Service Management): ticket submission, status tracking and knowledge base. Access is provided at onboarding.
E-mail: creates a ticket automatically. Address provided at onboarding.
Telephone: for critical incidents, in addition to a ticket.
Microsoft Teams: shared channel for collaboration.

otwatch alerts create tickets automatically, with priority, check ID and runbook link.

Priorities and response times

Priority	Impact	Response time	Outside service hours
P1 / P2	Critical: production unavailable or severely impaired, no workaround	1 hour (upgrade to 30 minutes available)	1 hour
P3 / P4	Medium: function impaired, workaround available	3 hours	Next business day
P5 / P6	Low: minor issues, questions, change requests	6 hours	Next business day

Critical incidents are worked on without interruption until a workaround or resolution is in place. Where resolution depends on an OpenText product fix, a workaround is provided with priority and the case is escalated to OpenText.

Service hours

Standard service hours are Monday to Friday during business hours (CET/CEST). Service hours and coverage, up to 24/7, can be adapted to the customer's requirements. Support languages: English and German.

Escalation

Support engineer (ticket owner)
Team lead
Management of handel gmbh
OpenText, for product defects

Major incidents are handled by a dedicated incident manager with regular status updates. Post-incident reviews are performed for major incidents.

SLA contract and hour packages

Support for the OpenText platform is provided under an SLA contract with guaranteed response times and prepaid hour packages. Unused hours do not expire and are carried forward for the duration of the contract.

handel gmbh · otwatch documentation · Last updated 19 October 2026