Support Resources for Onna Customers

Help Center

The help center includes comprehensive user guides for each feature of the Onna platform. Each guide includes step-by-step instructions with graphics as well as links to related user guides. 

Best time to use:

• When you have ‘How-to’ questions

Next Steps:

• Bookmark the Help Center homepage on your desktop for easy access

OnnAcademy

OnnAcademy is our self-serve learning portal. Inside you will find a collection of on-demand video courses for all features of Onna with direct links to additional resources such as user guides in the Help Center or best practices guides in our community, Onna Connect.

You’ll also find carefully curated learning plans designed to take users from novice to expert user quickly. These learning learning plans have been designed for new and existing users to enhance their understanding of how to best use the Onna platform. 

Best time to use: 

• When you have ‘How-to’ questions
• When you need to training new users
• When you need advanced training for existing users

Next Steps:

• Learn how to register for OnnAcademy and create your account
• Bookmark OnnAcademy on your desktop for easy access

Professional Services Team

When you become an Onna customer, we want to ensure you have the best possible experience with our product. Our Professional Services team works with you from day one to understand your organizational goals and help all users in your organization learn how to use Onna. 

In addition, our Professional Services team includes a group of technical experts that can assist you in customizing your experience with Onna even after you’ve finished your Jumpstart implementation. Our Professional Services team has built new connectors from the ground up, assisted in large data migrations from legacy applications, custom reporting, and data remediation to name a few.

Best time to contact: 

• During your initial Jumpstart implementation phase

Next steps: 

• Ensure you have your Professional Services Consultant’s contact information stored in your contact list

Customer Success Team

At Onna, we pride ourselves on supporting you in meeting your goals and fully realizing the value Onna brings to your organization. Our Customer Success team works closely with you to understand your individual and organizational goals and work collaboratively with you to create plans to help you achieve those goals. 

Best time to contact: 

• When you have questions specific to how your organization can best use Onna
• If you have a specific technical project with which you want support (your Customer Success representative will connect you with our Professional Services team).

Next steps: 

• Ensure you have your Customer Success representative’s contact information stored in your contact list
• Reach out to your representative to discuss how you and your organization can optimize Onna 

Onna Support Team

From time to time you may encounter a technical issue with Onna. Should this happen we have a highly rated support team ready to assist you in resolving the technical issue. 

Best time to contact: 

• When you have a technical issue with the product. Please note that Onna Support is available from Monday to Friday:
  • 8:00am ET to 8:00pm ET
  • 5:00am PT to 5:00pm PT

              Coverage is subject to major holidays observed in the United States

Next Steps: 

• Create an account in our ticketing system so you’re prepared to create and manage any support tickets you may submit. 
• Submit tickets as needed. 
  • When submitting tickets, please include a detailed description of the request/issue, screenshots, and references (URL/name) for the data sources, preservations, legal holds, or exports. Other detailed  information is always helpful, and it will help reduce the time for us to investigate.