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<< Click to Display Table of Contents >> Customer support |
Overview
Bizagi offers two 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.
Standard support
Standard technical support is limited to issues or questions resulting directly out of the operation, implementation or use of Automation Server. Consequently, generic inquiries about Automation Server, 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 Server. As opposed to the standard support service included in the Automation Server 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 |
✓ |
✓ |
✓ |
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Service account manager |
✓ |
✓ |
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24/7 support |
✓ |
|
|
|
Emergency telephone assistance |
✓ |
|
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Technical support is provided via email, phone and an online ticket system.
More information see: Bizagi software maintenance and premium support.