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.
You can reach our technical support via different channels:
email support@beesender.com submitting the support request to a Customer Portal using a chatbot on the website https://beesender.com
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.
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.
Technical support plans
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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 |
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Support hours (GMT +1/+2/+3/+8/+10 ; GMT -2) | 9 am – 6 pm | 9 am – 6 pm | 24/7 |
Communication channels with support team |
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Response time for high-priority cases, working hours |
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Response time for incidents of 2-4 priority, working hours |
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Case processing |
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Number of authorized contacts eligible to submit support cases |
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Answers to system administrator’s question |
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Answers to system users’ questions | ❌ |
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Personal Customer Success Manager | ❌ |
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Beesender applications update (with the reinstallation of the packages) |
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Meetings with system developers | ❌ | ❌ |
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Beesender Server license support | ❌ | ❌ |
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How to create service requests?
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://beesender.creatio.com/
Login/password – your full name (for example, Andrew Baker)
In the “Portal cases” section, by clicking on the New case 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
A detailed description of the issue encountered (Current behaviour vs. Expected behaviour) 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.
Support team service exceptions
Business processes
Please note that support team only provide the initial consultation to the issues that are connected or related to business processes. The support team won’t be able to fix or make adjustments to the business processes created on client’s side.
Modifications in Beesender packages
In case you’ve made the choice to open up and modify the default logic of the Beesender package – this automatically removes the possibility for our team to provide you with the support.