Service Level and Support Terms of Bizbaz
Bizbaz Support Terms of Use
Bizbaz Support is a person-to-person, fast-response support channel staffed with experienced support engineers. This service helps maximize the value Bizbaz brings to its customers by preventing and fixing gaps to the value perceived by customers, by working with them on the delivery of their SaaS service, by helping to avoid and minimize the impact of Bizbaz software & SaaS misbehaviours in their activities and business goals.
This service also assists with issues on Bizbaz web properties that complement the service or software delivered to customers by Bizbaz.
Contacting Bizbaz Support
All of our customers with a valid and active Usage or Subscription agreement can contact Bizbaz Support via any of these channels:
- Telephone
Types of Support Tickets
At Bizbaz we define support tickets into the three categories below. Each category influences how Bizbaz Support handles your ticket:
Request
Use a Request ticket to activate or reconfigure your SaaS service to better suit your needs. Reach out to suggest-request@bizbaz.tech to understand your options. Each request comes with an expected timeline.
Incident
Use an Incident ticket if you are experiencing deterioration in the value you are receiving from your Bizbaz platform (like an unexpected behaviour or an interruption of service).
Question
Use a Question ticket if you have questions on the expected behaviour of the Bizbaz platform or on a specific SaaS service you wish to activate for your subscription. Questions are handled by Bizbaz with the response times of an Incident with Low severity.
Support Levels
Standard support [level 1] via email. In addition, WhatsApp & Telephone are available Monday to Friday during Bizbaz Business Hours* excluding January 1st and December 25th.
Escalations support [level 2] via email, WhatsApp & telephone (available 24/7 excluding January 1st and December 25th).
*Bizbaz business hours are 9am-6pm Singapore time.
Bizbaz Support Contacts
Level | Name | Contact | |
Level 1 & 2 | Technical Support Team | +6597547744 (WhatsApp/Telephone) | |
Support Leader | Itay Becker |
Escalating Support Tickets
Bizbaz has implemented an escalation management practice to ensure that we resolve tickets maximizing value for our customers. These types of cases will have additional attention internally. You can escalate a ticket when you feel that either:
– Your ticket has become more severe or should have a higher severity level; or
– We are not resolving your Service Request appropriately.
Before you request escalation, make sure that you have opened a Support Ticket. The information on the ticket must enable us to understand:
– The severity of the issue for your business;
– Why Bizbaz must work on the issue with higher urgency.