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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.

Support channels

You can reach our technical support via different channels:

  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.

Technical support plans

Basic

Business

Premium

Package cost, % of the subscription cost

Free

10% of the licenses price

20% of the licenses price

Case registration time

24/7

24/7

24/7

Case registration channels

  • website chatbot

  • email

  • website chatbot

  • email

  • 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 the support team

  • email

  • email

  • phone

  • email

  • 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)

Meetings with developers

❌

❌

(tick)

Beesender Server license support

❌

❌

(tick)

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.

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 ​
to $75.000​

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: 

After the Guarantee Period Is Over ​

​There are three ways how you can get help after the guarantee period:​

  1. Buy a yearly plan of our Post-Project Technical Support (fixed-price mode)​

  1. Pay for support services every time you need our help (T&M mode)​

  1. Try to fix problem by yourself or with the help of third-party​

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​

  • client portal​

  • website chatbot​

  • email​

  • client portal​

  • website chatbot​

  • email​

  • client portal​

  • website chatbot​

  • email​

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​

  • email​

  • email​

  • Phone​

  • email​

  • Phone​

  • WhatsApp/​
    Telegram​

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%​

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