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 | |
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| Customer portal Support is available through the Customer Portal, which provides access to subscription-related resources. |
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| 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 |
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Usage Questions |
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| Phone support Call the Bonitasoft support center directly. |
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| Dedicated support engineer Benefit from the knowledge of an expert about your specific environment. |
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| Prioritization of patches and bugs Get earlier fixes. |
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| Weekly reports and monthly meetings Get details on open incident status and meet regularly with your support engineer. |
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Access to consultant |