Support

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Support

Overview

All Bizagi customers using cloud services or licensed products, have access to Standard support. Standard support is provided through the support portal and during business hours.

Customers can select Premium support packages to support mission critical applications. There are different levels and premium support can be provided up to 24/7.

 

Standard support

Standard technical support is limited to issues or questions resulting directly out of the use of any of our products or services. Consequently, generic inquiries, general consulting services, automation assistance, or other general advice are not included.

Standard support includes unlimited Support Tickets, via Bizagi’s Web-based support form. Support hours are 08:00 – 17:00 during business days (GMT for EMEA, PST for the USA, GMT-5 for LATAM).

 

Premium Support

Bizagi has designed a Premium Support service package for its customers that need specific Service Levels and special attention to issues that arise. This is an optional service which serves to complement the standard support service.

 

The Premium Support Service is offered in three levels: Gold, Silver and Bronze. It provides customers with a Regional Service Manager (RSM) with assistance for specified problems encountered. As opposed to the standard support service included in the platform subscription, the Premium Support Service offers response times (SLA) according to the type of premium support purchased and the severity level of the incident, among other elements described below.

 

Additional support

Description

Gold

Silver

Bronze

Orientation planning

Initial meeting between RSM and the designated contact(s) to outline all service elements and establish expectations.

Status review meetings

Regularly scheduled call with RSM or meeting providing an overall update on all aspects of the services delivered.

 

Escalation management

RSM ensures that Support Tickets are escalated promptly in order to facilitate problem resolution.

 

24/7 support

24/7 response applicable for Severity 1 and Severity 2 incidents.

 

 

Emergency telephone assistance

Emergency telephone support for Severity 1 incidents.

 

 

 

Technical support is provided via email, phone and an online ticket system.

More information see: Bizagi cloud maintenance and premium support.