International Support Team
With a Bonita subscription, you have access to the expert knowledge of our global support team. Available across multiple time zones, they also have direct access to Bonitasoft's R&D team.
| Gold Elite | Platinum | |
|---|---|---|
| Customer Service Center Access to support and other subscription-related resources | Customer Service Center | Customer Service Center & Phone |
| 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 | 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 | 2 hours |
| Number of assigned customer contacts Designate multiple people as official points-of-contact. They will get a personal access to the Customer Service Center and support. | 2 | 5 |
| Number of tickets/requests As long as your Service Agreement is in effect - every request you make gets a response. | Unlimited | Unlimited |
| Knowledge base Our knowledge base details all the known issues for multiple configuration and environment types. | Unlimited access | Unlimited access |
| 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. |
