The global Customer Support team has attained best in-class recognition through Omega Management Group’s Omega North Face Award for superior customer satisfaction scores for eight consecutive years (2011-2018).
Get Answers 24/7
If you manage Ovid's software products for your organization, Ovid has technical support resources available to help answer your questions. We've provided some basic support information - such as system requirements, implementation materials, documentation, or technical tips - right here, online.
For more difficult questions or inquiries please search our Knowledge Community - it's comprised of common questions that have been submitted to our Technical Support team from users across the globe. Or, simply email us directly.
To better serve you, Ovid offers 24 hour worldwide technical support. Any time you have a technical issue, such as a problem logging in or accessing your Ovid resources, a Technical Support engineer will be available to answer your call. Learn more about Ovid's 24/7 commitment.
For more difficult questions or inquiries please search our Knowledge Community - it's comprised of common questions that have been submitted to our Technical Support team from users like you from across the globe. Or, simply email us directly.
Assisting our customers is a primary concern, and Ovid recognizes that not every problem occurs during normal business hours. That is why Ovid offers 24 hour worldwide technical support for our customers. Now, any time you have a technical issue, such as a problem logging in or accessing your Ovid resources, a Technical Support engineer will be available to assist you.
Still need answers? Email tech support directly and we’ll be sure to respond within 3-5 business days.
Ovid's 24/7 support commitment is made possible by the addition of new 24-hour Technical Support phone numbers. Calling these numbers after local business hours routes your call to a representative in the office that is currently open. To speak with a representative from your regional office, you must call during that office's normal business hours. Note that this 24 hour service is for technical support issues only: sales, customer service, and other questions should continue to be made to your local office during normal business hours.
Ovid is a global company, with technical support engineers available in sales offices around the world. Contact us during normal business hours: Monday- Friday 8:30am - 8:00pm EST, but if your call is received outside business hours it will be routed to an open office in another time zone.
North and South America
US and Canada: 877.247.OVID (6843)
Latin America: 781.501.1002
Europe, Middle East, and Africa
United Kingdom, Ireland, and the Mediterranean: +44 (0) 203 197 6660
Benelux, the Nordic countries, the Middle East, and Africa: +31 (0)172 469 812
Germany, Central and Eastern Europe: +49 3085 77 99 66
France and North Africa: +33 (0) 149 964 271
Italy: +39 051 588 0717
Spain: +34 91 418 62 91
China, Malaysia, Philippines, Macau: 00 800 2476 8438
Hong Kong, South Korea, Singapore, Thailand: 001 800 2476 8438
India: 1800 108 2980
Japan: (KDD) 001 800 2476 8438
Japan: (MYLINE/MYLINE PLUS) 010 800 2476 8438
Japan: (Cable & Wireless IDC) 0061 800 2476 8438
Japan: (Japan Telecom) 0041 800 2476 8438
New Zealand: 00 800 2476 8438
Singapore: Singtel IDD 001 800 2476 8438
Singapore: MobileOne IDD 002 800 2476 8438
Singapore: Starhub IDD 008 800 2476 8438
Singapore: Singtel BudgetCall 013 800 2476 8438
Singapore: Starhub I-Call (Voice over IP) 018 800 2476 8438
Singapore: Singtel V019 (Voice over IP) 019 800 2476 8438
All of Ovid's products require a signed license agreement before access can begin. Ovid and its publishing partners require this license agreement to ensure appropriate and fair usage of the software that Ovid provides and the content that Ovid licenses. Your Ovid sales representative will provide you with Ovid's License Agreement, which will cover access to your Ovid subscriptions.
Ovid Configuration Information
Ovid web applications require the following minimum browsers for Ovid:
Chrome version 30 or greater
Internet Explorer version 11 or greater
Microsoft Edge: All versions are compliant
Firefox version 24 or greater: For versions 24-26, TLS 1.2 is disabled by default so you will need to enable it in the browser settings if this hasn’t already been done
Safari version 7 or greater
Safari mobile 5 or greater
To view PDF files in the Ovid applications you will need the Adobe Acrobat Reader. If you are experiencing difficulties utilizing our services with any other browser application, we recommend trying the above versions to correct the issue.
Ovid is focused on delivering standards compliant applications. By following common standards such as CSS and DOM, Ovid will be designing products that leverage powerful technology while ensuring that our solutions are compatible with our customer's system environments. In the future Ovid will be building toward the following standards:
Important System Information for Optimizing Performance and Access
Browser Cache Settings
Caching improves page loading speed by locally storing relevant content. Our applications target a default browser configuration, particularly with regard to caching. Ovid sends standard HTTP headers with every page that tell the browser what caching policy to use. The default browser configuration should follow what is sent in the headers. If a user overrides the caching behavior, the browser may not cache as much as it should which slows performance or may cache too long causing problems for software updates or with dynamic content.
URL Information for Firewall/Proxy Administrators
Ovid recommends that you allow users to connect to all of the following to ensure uninterrupted access for users:
If that is not possible, we recommend that you allow access to the following service URLs, depending on which products you subscribe to (this is not the preferred method).
If you wish to bookmark Ovid pages, please use ovidsp.ovid.com only. Including "tx", "uk", “dc1”, “dc2”, etc could compromise your access to Ovid. For example, do NOT bookmark URLs like these: ovidsp.dc1.ovid.com or ovidsp.dc2.ovid.com.
If your network configuration requires detailing specific names, please review the following entries. If you whitelist *.ovid.com then there is no need to add these specific targets. Whitelisting the CNAMES (*.dc1.ovid.com and *.dc2.ovid.com) or *.ovid.com will be sufficient for many customers.
Network traffic between Ovid and your site
All network traffic from Ovid to your site should be in response to requests which users have generated. Thus, if your site is using a stateful packet inspection (SPI) firewall, you should not have to open any ports on your firewall. Email is the exception, and you should allow TCP/25 from the address ranges listed below.
Should you use a non-SPI firewall, you will need to allow ephemeral (high numbered) TCP port access from the following IP address ranges. In order to allow Ovid the ability to expand/upgrade service without impacting connectivity, the entire range should be allowed.
To ensure proper delivery of email, customers are encouraged to explicitly whitelist our mail server IP addresses and e-mail accounts: 18.104.22.168, 22.214.171.124, 126.96.36.199, 188.8.131.52, 184.108.40.206, 220.127.116.11, 18.104.22.168, Ovid_Online@ovid.com, email@example.com, firstname.lastname@example.org, email@example.com, firstname.lastname@example.org, and email@example.com
Note about Blacklists
As protection against spam, it's common for companies to enlist the use of "blacklists". Blacklists are lists maintained by independent organizations containing addresses of mail servers believed to be used to produce spam. Ovid's mail server and the IP addresses used to send alerts included above, at times can inadvertently get listed on these blacklists. This happens because our alert system is quite popular by our customers and as such, produces enough emails that it can occasionally be mistaken for spam distribution. Unfortunately, for customers who haven't explicitly listed our mail server IP as valid, the blacklist causes their mail server to reject connections from our mail server.
Once Ovid learns of any inadvertent blacklisting, we have the IP removed from the blacklists, however we can't guarantee it won't end up back on them at some point in the future. To avoid problems with email delivery for users of Ovid's AutoAlert and email functions, we strongly recommend our customers add the ranges above to be explicitly whitelisted.
If you have any questions, please contact your Ovid Technical Support team.