Support

At BuLogics we make our Support Processes transparent, straightforward and customizable:

• Support requests are submitted to support@bulogics.com.
• An initial response e-mail is sent in the timeframe of the Support Agreement (SA).
• An engineer is assigned to the challenge.
• A conference call follow-up takes place within the timeframe of the SA.
• Engineering work begins upon client direction.
• Support work, SA usage and billing updates are submitted regularly.
• Ticket is closed upon verification by the client that the challenge is resolved.

In addition to contracted development, BuLogics offers Support Agreements at pre-determined service levels to meet client needs, define expectations, and handle project challenges. This outline provides minimum standards of support per level:
 

Gold Support

Gold Support is pre-planned within BuLogics’ sprint schedule, which better enables our developers and support engineers to prioritize client expectations. It is designed for our longstanding and key partnerships and is our most rapid and responsive support level, allowing for swift turnaround for tight deadline challenges:

• Reply to the support request within 4 business hours.
• Peer-to-peer call (e.g.; engineer-to-engineer) within 12 business hours where desired.
• Service availability will be during regular business hours: Monday to Friday, 9AM to 5PM EST.
• Work will begin within 12 business hours.

Silver Support

Silver Support is an elevated level of support for challenges that require a more rapid response than our Bronze or General Support:

• Reply to the support request within 1 business day.
• Peer-to-peer call (e.g. engineer-to-engineer) within 3 business days.
• Service availability will be during regular business hours: Monday to Friday, 9AM to 5PM EST.
• Work will begin within 3 business days.

Bronze Support

This is our basic level of support, most commonly bundled with LibSAPI licensing. This support helps clients already employing a well-trained internal staff that require minimal support from our staff of experts. This level of support is ideal for clients with limited finances and a flexible schedule.

• Reply to the support request within 2 business days.
• Peer-to-peer (e.g. engineer-to-engineer) call within 5 business days.
• Service availability will be during regular business hours: Monday to Friday, 9AM to 5PM EST.
• Work will begin at the beginning of the next BuLogics 2-week planning cycle (sprint).