International Support Team

With a Bonitasoft subscription you have access to the expert knowledge of our global support team.
Available across multiple time zones, they have direct access to Bonitasoft's R&D.

  Gold Gold Elite Platinum
Customer portal
Support is available through the Customer Portal, which provides access to subscription-related resources.
Support coverage
Business hours are determined according to the time zone associated with the subscription. Business days are from Monday to Friday.
9 am to 5 pm on business days 9 am to 5 pm on business days 24/7
Initial response time for a severity 1 ticket
The severity level is a measure of the impact of the technical issue on your systems or business, ranging from 1 (critical) to 3 (moderate). You set it when you create a ticket.
3 business hours 3 business hours 2 hours
Number of assigned customer contacts
Designate multiple people as official points-of-contact. They will get a personal access to the Customer Portal and support.
2 2 5
Number of requests
As long as your Service Agreement is in effect - every request you make gets a response.
Unlimited Unlimited Unlimited
Knowledge base
Our knowledge base details all the known issues for multiple configuration and environment types.
Unlimited access Unlimited access Unlimited access

Usage Questions
Benefit from Bonitasoft experience and best practices on Bonita BPM usage.

 
Phone support
Call the Bonitasoft support center directly.
   
Dedicated support engineer
Benefit from the knowledge of an expert about your specific environment.
   
Prioritization of patches and bugs
Get earlier fixes.
   
Weekly reports and monthly meetings
Get details on open incident status and meet regularly with your support engineer.
   

Access to consultant
Schedule calls with our professional services team.