Bizagi offers 2 support levels: the Standard Support Service included with your licenses (with no SLAs) and the Premium Support Service (with SLAs) which you may purchase separately according to your requirements.
Basic Support Service
To receive basic support you must have an active maintenance support contract. Maintenance includes product upgrades/updates and basic product support. Basic Support allows customers to open tickets in Bizagi Portal which can be used to make simple consultations regarding product functionality. Also to report bugs, errors or suggestions for product enhancement. It does not offer any Service Level (no SLAs).
If you have implemented important or core business processes in your organization, we recommend that you opt for one of the Premium Support options described below in order to receive the support with the SLAs that your business requires.
Premium Support Service
This service was designed for those companies that require service levels and special attention to their incidents. This is an optional service, aimed to complement the Basic Support included in the maintenance. The Premium Support Service is based on incidents and is offered in three modalities: Bronze, Silver and Gold, depending on your service level (SLA) requirements and number of pre-paid support hours. In order to have access to this service you must have a current and valid maintenance contract for your Bizagi licenses.
The Premium Support programs differentiate from the Basic Support scheme in the sense that they include SLAs and specific time dedication from our support team, which depends on the selected option: Bronze and Silver (5x8) and Gold (7x24). To submit an incident, the client should access Bizagi Portal and open a new ticket, which will be attended according to the conditions of the acquired program.
If you are interested in knowing the full Terms and Conditions and pricing of the Premium Support Service, contact us.