| Panel | |
|---|---|
|
...
|
...
| |
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. |
Support channels
You can reach our technical support via different channels:
email support@beesender.com
using a chatbot on the website https://beesender.com
| Panel | ||
|---|---|---|
|
...
|
...
|
...
| |
|
...
|
...
|
...
|
...
|
...
|
Technical support plans
Basic | Business | Premium | |
|---|---|---|---|
Package cost, % of the subscription cost |
...
5% of the licenses price
Free | 10% of the licenses price | 20% of the licenses price | |
Case registration time | 24/7 | 24/7 | 24/7 |
Case registration channels |
...
client portal
|
...
client portal
|
...
| |||
Support hours (GMT +1/+2/+3/+8/+10 ; GMT -2) | 9 am – 6 pm | 9 am – 6 pm | 24/7 |
Communication channels with the support team |
...
client portal
|
...
client portal
|
...
|
...
client portal
|
...
| |||
Response time for high-priority cases, working hours |
|
|
|
Response time for incidents of 2-4 priority, working hours |
|
|
|
Case processing |
...
|
...
|
...
| |||
Number of authorized contacts eligible to submit support cases |
|
|
|
Answers to system administrator’s question |
...
|
...
|
...
| |
Answers to system users’ questions | ❌ |
...
|
...
| |
Personal Customer Success Manager | ❌ |
...
✅
...
✅
...
Beesender applications update (with the reinstallation of the packages)
...
❌
...
Up to 2 times per year
...
|
|
Meetings with |
...
developers | ❌ | ❌ |
...
| |||
Beesender Server license support | ❌ | ❌ |
|
...
✅
How to create service requests?
| Info |
|---|
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) |
link: https://success.beesender.com/
Login/password – your full name (for example, Andrew Baker)
In the "Portal hits" section, by clicking on the Add a ticket button, you can send a request to the Beesender technical support service.
...
Priorities
Р4/Р3 – minor breakdowns, for example, one channel does not work or questions of a consulting nature
Р2 – the system is operational, but partially
Р1 – the system is completely inoperative, the operators are inactive and/or the licenses have expired
Category
Request – questions related to the logic of the existing functionality; providing the necessary information on products; consultation on BP and Chatbots; licensing, etc. (has priority P3 / P4)
Incident – problems with working out the functionality of Beesender products; stop sending and receiving messages, creating chats, working and adding channels/agents (may have all priorities, depending on the severity)
Subject
A brief description of the problem
Description
...
Support team service exceptions
| Panel | ||||||
|---|---|---|---|---|---|---|
| ||||||
Business processes Modifications in Beesender packages |
Post-project support policy
Free post-project guarantee period and paid technical support plans
Free Post-Project Guarantee Policy
At Aimaras, we stand behind the quality of our work and are committed to ensuring the satisfaction of our clients.
As part of this commitment, we offer a post-project guarantee period for all projects that we undertake.
Project budget, USD | Below $25.000 | From $25.000 | Above $75.000 |
Free post-project guarantee period, calendar days | 30 days | 60 days | 90 days |
This policy applies to all services and deliverables provided as part of the Creatio/Beesender implementation project.
Scope of the guarantee / Exclusions
During the post-project guarantee period, clients can request technical support for any issues related to the project.
The post-project guarantee COVERS all issues related to the project that are not caused by client error or third-party software.
This includes:
any bugs
any errors
any other technical issues that arise as a result of our work on the project.
The post-project guarantee DOES NOT COVER issues caused by:
client errors
changes made to the project by the client
changes made to the project by a third-party
issues related to third-party software or hardware.
Process for requesting support
Clients can request support during the post-project guarantee period by contacting our technical support team via email, chatbot, or support ticket on the self-service portal.
Our support team will respond promptly to all requests and work to resolve any issues in a timely manner.
How to contact our support:
Send a letter to support@beesender.com
Interact with the chatbot at our website (http://aimaras.com , http://beesender.com )
After the Guarantee Period Is Over
There are three ways how you can get help after the guarantee period:
| Panel | ||
|---|---|---|
| ||
|
| Panel | ||
|---|---|---|
| ||
|
| Panel | ||
|---|---|---|
| ||
|
Paid post-project support
Pros of buying post-project support | Cons of buying post-project support |
Customized support: Clients who purchase post-project support can always expect that our service team will know their projects’ specifics, structure, and documentation. | Lower cost: Not purchasing post-project support can be a cost-saving measure for clients who are trying to manage their budgets. |
Faster issue resolution: By having access to pre-paid post-project technical support, you can have your technical issues resolved quickly, which minimizes downtime and ensures business continuity. | Flexibility: Clients who do not purchase post-project support can have the flexibility to manage their own technical support needs and only pay for support when it is needed. |
No need for approvals and extra payments: Every time when there is a new service request, you don’t need to ask your manager to approve a new payment before our service team starts its work. After the issue is fixed you will never be asked to pay more based on the actual time spent. | |
Three Technical Support Plans
| Basic | Business | Premium |
Case registration channels |
|
|
|
Support hours (GMT +1/+2/+3/+8/+10; -2) | 9 am – 6 pm (Monday – Friday) | 9 am – 6 pm (Monday – Sunday) | 24/7 |
Communication channels with support team |
|
|
|
Number of authorized contacts eligible to submit support cases | 2 | 3 | 5 |
Response time for Severity A cases, working hours | 8 | 2 | 1 |
Response time for Severity B cases, working hours | 12 | 4 | 2 |
Response time for Severity C and D cases, working hours | 16 | 8 | 4 |
Answers to system administrator’s questions | + | + | + |
Answers to system users’ questions | - | + | + |
Online consultations with developers | - | - | + |
Package cost, % of the total project budget, yearly | 6% | 12% | 20% |
| View file | ||
|---|---|---|
|