Last Updated: May 29, 2018
All Bizible subscriptions include a level of support that provides easy access to our highly skilled technical resources for fast answers and technical assistance. No matter how complex your support needs may be, Bizible is at the ready to provide the technical and operational expertise needed to help you get peak performance and optimal value from your Bizible solution.
|24x7 Support Portal Access||✓|
|Local Business Hours Support||✓|
|Web Case Submission||✓|
|Live Chat Support||✓|
|Phone Case Submission||P1|
ABOUT THE SUPPORT FEATURES
24x7 Availability Monitoring:
System monitoring to ensure maximum performance.
24x7 Support Portal Access:
On-demand access to the online Bizible Support Portal to submit support requests, and browse other resources like our Support Solutions knowledgebase, News & Alerts, Featured Tips, & more.
Local Business Hours Support:
During local business hours, our support engineers will contact you via the best method (including telephone) to help resolve your case.
Web Case Submission:
Support cases may be created directly through our world-class Support Portal or via email at any time, and your request will be routed to our support resources for response within SLTs.
Live Chat Support:
Start a live chat session with Bizible experts and we’ll answer your questions, point you to detailed support resources, or open a support case. To start a chat session, please visit the Bizible Support Portal and click on the Live Chat button.
Service Level Targets (SLT): Initial Response
Upon reporting an issue to Bizible Support, a case will be opened, and responded to by a Technical Support Engineer. A response means that we will acknowledge the issue and assign the support ticket to a Technical Support Engineer for investigation. In some cases, we may request additional information in order to resolve the issue.
Response time depends on the priority level of the issue. The Technical Support Engineer will determine the priority level of the issue based on guidelines listed below.
Response Times by Priority:
|P1||60 minutes from the issue being reported|
|P2||4 hours from the issue being reported|
|P3||6 hours from the issue being reported|
|P1||Bizible Production Down: Application or critical feature/function is down|
|P2||Bizible Impaired: A feature/function is not working correctly and is blocking full use of the Bizible product, but other features/functions are operational|
|P3||Minor Issue: An issue is impacting usability of Bizible, but a workaround is available and major features/functions are working correctly.|
Support Contact Information and Hours
|Hours||M-F, 9am-5pm Pacific Time, excluding US holidays|
|Phone Contact||Toll Free: 1-800-913-2620 x2|