step one. Standard Rules
1.1. Bitrix24 will bring help services into the business’s lovers and you will customers. The fresh new Bitrix24 tech support team provider really helps to accept issues outlined during the that it document according to the mainly based Service Level Arrangement.
step one.dos. Before you could address the concern toward technical support service, you need to study the source guidance available about your condition on documentation, manuals, and you may FAQ. Should your issue is like the one that your encounter for the the new documentation yet still means appointment, a mention of original document have to be as part of the assistance demand.
step one.3. Issues which might be outside of the extent off technical support would be directed into specialists out of contains, third-class app builders, etcetera. This new technical support solution don’t take care of issues that concern the constant maintenance from a web investment created by Bitrix24 lovers having an-end representative except if these issues can be found in a way associated with problems when you look at the Bitrix24 points.
1.cuatro. Bitrix24 does not bring website design, development or holding features. You can expect simply standard consultation to possess troubles concerning holding host setting and you may server application installation by providing references into Websites resources plus the associated records.
2. Working Circumstances and you will Impulse Minutes
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2.step 1. Bitrix24 Helpdesk operates ranging from 6 a great.yards and you can cuatro p.yards UTC to the business days. A corporate time represents all the authoritative business day of one’s week, excluding public getaways and you can weekends.
Tech support team needs try processed towards a first-come, first-supported base. High urgency level needs which need instant response or perhaps the direct assistance of tech help professionals are canned out-of-turn. High-importance demands are the ones concerning complete or partial healing off online systems.
The issue-solving period hinges on the brand new demand urgency peak, problem complexity therefore the possible need certainly to give the fresh consult over towards the creativity company.
2.dos. Issues that cannot be fixed relating to the modern app version was delivered to brand new Bitrix24 innovation department, meaning that new improve would be as part of the further update. The fresh prepared label of your software inform launch is placed throughout the the problem diagnostics valuing all round application advancement package.
2.step 3. The new technical support services do not be sure a fixed disease-resolving months because there are many impacting affairs: customer’s timely responses; reaction duration of a webhost; the necessity to prepare and discharge an application change, an such like.
The effect months hinges on the current technical support solution work and certainly will start from a couple of hours to a few weeks, according to difficulty of one’s material. Often, an issue is repaired instantly upon new receipt from good request or more details out-of a person or representative. Brand new response off technical support gurus to help you addiitional information takes more time, especially if the situation at issue will need the latest engagement from an application professional otherwise internet developer. Inside otherwise an identical problem, while making a call with the transformation institution does not have any basic impact since it cannot speed the trouble-solving procedure.
3. Scope regarding tech support team affairs
- Server-front construction recommendations for both trial and you can commercial types. The fresh new consultancy exposure is limited so you can an item installment guide.
- Ideas on solving normal difficulties occurring inside set up.
- General appointment with the choosing proper servers app. Profiles can also see this type of pointers given on particular records parts.
- General some tips on utilizing the right back-upwards app and texts with the machine-side opportunity deployment; migrating of a community in order to a secluded servers.
- General session into playing with VMBitrix and Bitrix Ecosystem script (BitrixEnv) exists just for functions, available in this Virtual Software and you will Bitrix Ecosystem program (BitrixEnv) menus.