Difference between revisions of "Main Page"

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'''NOTE:''' If trough investigation and troubleshooting, it is determined that the emergency was caused by a man-made error, or that it the issue was raised for a non-emergency issue, you may be subject to additional charges.
 
'''NOTE:''' If trough investigation and troubleshooting, it is determined that the emergency was caused by a man-made error, or that it the issue was raised for a non-emergency issue, you may be subject to additional charges.
  
==ONLINE CHAT==
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==Online Chat==
  
 
Online chat is available through your web login at www.bicomsystems.com/myaccount/ on the right-hand menu, bottom right.
 
Online chat is available through your web login at www.bicomsystems.com/myaccount/ on the right-hand menu, bottom right.
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*EMERGENCY LIVE ISSUES
 
*EMERGENCY LIVE ISSUES
 
*Matters that require more explanation and a relay of conversation for which tickets may take longer
 
*Matters that require more explanation and a relay of conversation for which tickets may take longer
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==ESCALATION PROCEDURE:==
 
==ESCALATION PROCEDURE:==
  

Revision as of 13:20, 7 July 2021

Bicom Systems Customer Service

Technical Support

The purpose of the Support team is to troubleshoot and resolve your technical problems to allow you, as our Partner, to live in the least restrictive environment.


Bicom Systems Support team offers:

  • Friendly approach and way of communication
  • Valuable problem-solving
  • Clear and understandable replies

All queries are resolved to achieve one of the following:

  • Issue resolved to Partners satisfaction
  • Detailed explanation given if the issue is unsolvable
  • Matter defined as being a feature request and transferred to developers
  • Matter is raised as a bug in the bug tracker and an indication of resolution is provided
  • Patch delivered for critical bugs

What we ask for in return:

  • Legible and clear explanation of the problem with all possible details
  • Answering inquiries promptly until a solution and mutual satisfaction is reached


Support Working Hours

  • Monday - Thursday
    24-Hour Support
  • Friday
     6 am - 12 am Central European Time 
    12 am - 6 pm Eastern Standard Time
     2 pm - 8 am Australian Eastern Standard Time
  • Sunday – Monday
    11 pm - 6 am Central European Time
     5 pm - 12 am Eastern Standard Time
     7 am - 2 pm Australian Eastern Standard Time    
  • Weekends
    During the weekend “On-call” engineers are available for “Emergency” tickets.

Note: To see how to open an emergency ticket please check "Emergency Ticket".


Opening Support Ticket

All Partners with an active Support Contract can submit a Support ticket. All support matters should be entered as a Ticket.

To do so, please go to Bicom Systems Technical Support Portal. Select Create new ticket and add all relevant information. Please make sure all requirements are met.

Note: Requirements can be found in "Requirements" section.


This video will help you navigate through Bicom Systems Technical Support Portal. Please make sure to check it:


Emergency Ticket

When to use Emergency Ticket

Emergency tickets can be used in the following scenarios:

  • System down
  • 50% of calls (or more) are unable to pass on the system
  • SIPprot stopped working during the weekend (for other days please use regular tickets)

Opening Emergency Ticket

There are two ways of creating an Emergency ticket:

  • By sending an email to “emergency@bicomsystems.com” and typing “URGENT” or “EMERGENCY” in subject field
  • By going to Bicom Systems Technical Support Portal and submitting a ticket with “URGENT” or “EMERGENCY” in ticket subject field


NOTE: If trough investigation and troubleshooting, it is determined that the emergency was caused by a man-made error, or that it the issue was raised for a non-emergency issue, you may be subject to additional charges.

Online Chat

Online chat is available through your web login at www.bicomsystems.com/myaccount/ on the right-hand menu, bottom right.

Online Chat is preferable to tickets for the following reasons:

  • EMERGENCY LIVE ISSUES
  • Matters that require more explanation and a relay of conversation for which tickets may take longer

ESCALATION PROCEDURE:

The core mission of Bicom Systems is to satisfy its customers. We are committed to bringing high-quality support to our customers and partners. To accelerate and refine the troubleshooting process, we provided users with an effective support escalation system. The escalation process is designed to quickly resolve any issue and to provide the user with the information of every step which leads to the final solution. Each escalating case is assigned to a leader/manager, a person who is well trained to quickly and easily solve any problem that can occur.

We recommend the immediate initiation of a Support escalation process when there is a tangible impact on your production environment, or there is a high risk to the business operations.

Listed below are some examples of reasons to initiate an escalation:

  • You feel that the problem has not been well understood by the Support team
  • Support team didn’t provide you with a solution that meets your standards and needs
  • Frequently recurring or multiple related high-priority incidents where the priority is related to business impact and urgency
  • There is a risk of potential or actual damage to the customer’s or provider’s reputation
  • The problem that was resolved earlier started recurring and you don't know what caused it
  • Data loss or risk of potential data loss
  • You had a poor experience while working with our Support team (E.g. Bad language, poor understanding of the matter or any other inconvenience).

When you should not initiate Support escalation?

The Support escalation process is designed to assist in the most urgent cases. Please consider whether you have taken all the recommended steps before initiating the escalation process.

We do not recommend using the Support escalation procedure if:

  • You have not contacted the support team before and don’t have an open ticket regarding that issue
  • The problem doesn’t represent a big risk to your business
  • Support team is already working on your problem and they did not exceed a reasonable timeframe


Escalation Level 1

Escalation level 1 is assigned to the Support Manager who will investigate the ticket in question and provide an update asap. Escalation level 1 can be initiated by sending an email to: supportmanager@bicomsystems.com

If the problem is not solved or the customer is not satisfied with the result, this process moves to Escalation level 2.


Escalation Level 2

Escalation level 2 is assigned to the Customer Service Manager who is responsible for evaluating the situation, facilitating the issue, and acting as an advocate on your behalf. After finding a final solution, the Customer Service Manager will contact you and provide you with the solution explanation. Escalation level 2 can be initiated by sending an email to: customerservice@bicomsystems.com

SUPPORT REQUIREMENTS

Requirements our customers must meet in order for Bicom Systems staff members to be able to troubleshoot issues, perform maintenance or apply custom patches to their system:

  • Direct access from public IP is a must as it is not possible to perform troubleshooting, maintenance procedures or custom patches applications through screen sharing applications.
  • Systems access details, public address, GUI username and password as well as systems root password for SSH and Setup Wizard login.
  • For systems operating from LAN or behind a firewall these ports must be opened/forwarded:
Web GUI:
TCP: 80, 81, 443
SSH access:
TCP: 2020 for PBXware
TCP for Serverware: 2020, 2222

NOTE: Please be aware that ports mentioned here are only for full system access only. For full list of ports that have to be opened in order for your system to be fully operational, please consult our HowTo on the link below:

HOWTO Port Forwarding When System Behind A Router/Firewall

MAINTENANCE

Almost all of Bicom Systems customers have Support Contracts and not Maintenance. The difference between the two is quite simply put:

Support = you ask, we tell, you do

Maintenance = you ask, we do

If there is an FAQ and if the FAQ is clearly explained we have fulfilled our support obligations. If there is not an FAQ or further explanation is required for it to be understandable then we clearly need to provide further support service to achieve our goals.

If beyond this you would prefer us 'to do the work' we will where possible try to quote a reasonable timeframe to complete. There will however be some network matters that are simply beyond our intervention.

UNSUPPORTED MODIFICATIONS

Direct modifications of the hardware, base operating system or the database are not supported unless the instructions have been provided through our documentation. Unsupported modifications might lead to system failure as well as extensive data loss and server mal-functioning of the system.

Unless specific step-by-step instructions for such modifications are provided in official Bicom Systems documentation, any subsequent identification of issues and their reparation and will be charged for maintenance. The price will be calculated according to time Bicom Systems developers spent to troubleshoot the problem at the standard rates. Given the complicated nature of such items, it may take many hours just to identify the issue and the only course of reparation may be reinstallation and use of the most recent back-up.