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
using a chatbot on the website https://beesender.com
Please read instruction below to follow all requirements of service case creation. The more details we get from you the faster help you receive.
Check Troubleshooting - User Manual - Confluence (atlassian.net) before you create the service case. It might happen that you can resolve your trouble immediately by yourself.
Technical support plans
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 |
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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 | 4 | 1 | 1 |
Response time for incidents of 2-4 priority, working hours | 8 | 4 | 2 |
Case processing | ✅ | ✅ | ✅ |
Number of authorized contacts eligible to submit support cases | 2 | 5 | 15 |
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 | Up to 4 times per year |
Meetings with system developers | ❌ | ❌ | ✅ |
Beesender Server license support | ❌ | ❌ | ✅ |
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://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
A detailed description of the problem encountered (Current behavior vs. Expected behavior) 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.
