BonitaSoft support services cover all product-related issues customers may encounter when designing, developing, deploying, and delivering BPM applications. BonitaSoft's global technical support centers provide quick, efficient and high-quality support to Bonita Open Solution users.
By subscribing to BonitaSoft support services,you gain the knowledge of our technical experts who are directly connected with BonitaSoft's Research & Development team. Our services are designed to bring efficiency, security and resolution to your problem.
Professional Support
BonitaSoft Professional Support includes developer and production support for Bonita Open Solution, including patches, updates and security fixes. All offerings include access to our customer support portal. BonitaSoft Professional Support guarantees that you will have the support you need when you need it most.
Support Included with BonitaSoft Subscription Packs
Support services are designed to make your job easier. Contact us for more information.
Support levels | Gold | Platinum |
| Support hours | 9am to 5pm on business days | 24/7 |
BonitaSoft ensures two kinds of support hours: Business hours and 24/7.
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| Number of contacts | 2 | 5 |
| Identified contacts granted access to BonitaSoft customer portal and phone support if applicable. | ||
| Support portal |
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| BonitaSoft Support is available through BonitaSoft customer portal, which also grants access to subscription-related resources depending on your subscription. | ||
| Phone support | - |
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| If the phone is used, a comment summarizing the call is added to your ticket by the BonitaSoft representative. | ||
| Number of issues | unlimited | unlimited |
| When a case is logged, BonitaSoft Support will attempt to reproduce it and investigate possible workarounds. There is no limit to the number of issues you can report and request help for. | ||
| Severity 1 initial response time | 3 business hours | 2 hours |
| The severity level is a measure of the impact of the technical issue on your systems or business. You can set the severity level of the issue when you report it. | ||
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| BonitaSoft delivers defect resolutions through official product version releases. If necessary--based on issue severity and priority--BonitaSoft might provide a patch (hot-fix) if a workaround is not available. | ||
| Online resources | Getting started catalog | Unlimited access to entire knowledge base |
| Getting started guides help you implement Bonita Open Solution features. Our knowledge base details all the known Bonita Open Solution issues for various type of processes and multiple configuration and environment types. | ||
