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Dear friend! Thank you for choosing Beesender. We will try our best to help you to get the maximum value out of our product.

Feel free to contact us if you have any questions, troubles, or ideas.

...

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  1. Kindly review the instructions provided below to ensure that all requirements for creating a service case are met. Providing detailed information will facilitate expedited assistance.

  2. Please refer Troubleshooting - User Manual - Confluence before initiating the service case creation process. It is possible that your issue may be resolved immediately by referring to the manual.

...

Basic

Business

Premium

Package cost, % of the subscription cost

5% of the licenses price

12% of the licenses price

20% of the licenses price

Case registration time

24/7

24/7

24/7

Case registration channels

  • client portal

  • website chatbot

  • email

  • client portal

  • website chatbot

  • email

  • client portal

  • website chatbot

  • email

Support hours (GMT +1/+2/+3/+8/+10 ; GMT -2)

9 am – 6 pm
(Monday – Friday)

9 am – 6 pm
(Monday – Sunday)

24/7

Communication channels with support team

  • client portal

  • email

  • client portal

  • email

  • cell phone

  • client portal

  • email

  • cell phone

  • Skype

Response time for high-priority cases, working hours


4


1


1

Response time for incidents of 2-4 priority, working hours


8


4


2

Case processing

✅(tick)✅

(tick)

✅ (tick)

Number of authorized contacts eligible to submit support cases


2


5


15

Answers to system administrator’s question

✅(tick)✅

(tick)

✅ (tick)

Answers to system users’ questions

❌

✅ (tick)✅

(tick)

Personal Customer Success Manager

❌

✅ (tick)✅

(tick)

Beesender applications update (with the reinstallation of the packages)


❌


Up to 2 times per year


Up to 4 times per year

Meetings with system developers

❌

❌

✅ (tick)

Beesender Server license support

❌

❌

✅ (tick)

How to create service requests?

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After launching the Beesender product, you'll be provided with user portal access (pay attention on a number of authorized contacts eligible to submit support cases).

linkLink: https://beesender.creatio.com/

...

A detailed description of the problem encountered (Current behavior behaviour vs. Expected behaviorbehaviour) with screenshots (Creatio interface and browser console), or screencasts. Please do not forget to provide access to your system, if you want us to check the issue immediately.

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Support team exceptions

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Business processes
Please note that support team only provide the initial consultation to the issues that are connected or related to business processes. Support team won’t be able to fix or make adjustments to the business processes created on client’s side.