Support

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Support

Overview

All customers of Automation Service 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 operation, implementation or use of Automation Service. Consequently, generic inquiries about Automation Service, general consulting services, automation assistance, or other general advice is not included.

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 during their use of Bizagi. 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, and provides customers with remote assistance for specified problems encountered while using the Automation Service. As opposed to the standard support service included in the Automation Service 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.

Support packages

Gold

Silver

Bronze

Standard

Unlimited tickets

Support during standard business hours.

SLA in response time

 

Service account manager

 

 

24/7 support

 

 

 

Emergency telephone assistance

 

 

 

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

More information see: Bizagi cloud maintenance and premium support.