BIZARC Support answers general usage questions about BIZARC services known as “Utilities”. Our assistance includes helping you understand the following:
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Issues encountered after initial set-up of Utilities
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The documented features and benefits of our Utilities
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How these features can be adopted
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Troubleshooting unexpected behaviour encountered while using these features
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How we can help with the development of your project
Additional channels for project development include:
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Free access to BIZARC online knowledge base
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TechNotes, service updates and enhancement , books and links to other third-party sites available through the BIZARC Support Center
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Tutorials, Video presentations, training, and other monthly features, which are available in the Developer Centre
Fee-based Support Programs
All fee-based support plans are valid from the date they are purchased excluding Single Incident tickets which are charged and payable at the time of use.
Single Incident Support
Telephone-based support or remote website edits bought on a pay as you go basis charged at £50.00
Website Support Contract
Design and development services charged at £50.00 per hour (minimum of 3 hours)
Premium Support Contract
Monthly support contract charged at £189.00 per month which gives customers five (5) hours of telephone and support each month
Gold Support Contract
Monthly support contract charged at £120.00 per month which gives customers three (3) hours of telephone and email support each month
Note: For more information about Support Programs, visit the Support Programs FAQ.
Registration
BIZARC Support requires a registered account or support contract number for you to access any one-to-one support (for example, e-mail or telephone support). If you have not yet registered your trial service, please register online through the Arc Store.
Supported Utilities and Services
One-to-one support is available for all BIZARC utilities or services.
Definitions of Support: Customers who purchase a single incident of support will be charged at the time of use through premium rate lines. Should the assigned BIZARC Support Personnel determine the incident is related to a problem in service itself, the charge will be refunded.
Incident
BIZARC defines a single support incident as an issue that focuses on one aspect of the service - e.g. use of a specific feature of the product or assistance with a specific problem or error message. A single support incident may involve multiple phone calls, emails and off-line research. BIZARC Support Personnel are responsible for determining the best way to resolve support incidents and communicating this to our customers. Our Support Personnel will make reasonable efforts to resolve the issue but BIZARC cannot guarantee that every issue can be resolved quickly.
Customers will be refunded single incident charges, plus any applicable taxs, for bugs, documentation and installation issues in accordance with the following definitions:
Service Fault
BIZARC defines a “Service Fault” as some technical aspect or functionality of a service that does not execute or deliver results as expected and outlined in the supplied service documentation. Unexpected behaviour isolated to a user's specific configuration or environment does not correspond with BIZARC's definition of a “Service Fault”.
BIZARC Support Personnel can provide troubleshooting suggestions for unexpected behaviour in these cases; however, BIZARC is not responsible for the resolution of any such behaviour. An issue is recognised as a “Service Fault” only after confirmation from a BIZARC Support Engineer.
Documentation Error
BIZARC defines a documentation error as inaccurate information or instruction provided in the documentation accompanying the product. Accompanying documentation includes user manuals, Release Notes, and BIZARC product support site documents and TechNotes. BIZARC does not provide support or assume responsibility for any reference materials published by third parties.
Set-up
All registered customer are entitles to Free set-up advice. BIZARC defines Set-up as the process after which the service has been initiated and customer is having problems getting started using the documentation provided. A completed set-up is determined by a successful log on to the webmail service which shows the account is live and able to send and receive email.
Free set up is restricted to email support only. All new users MUST perform the following actions prior to beginning the installation guides as they are required to make authenticated connections.
Complimentary Online & Email Support
All registered users are entitled to complimentary online and email support guidance for each of the Utility Services subscribed to and for a number of the products purchased through the online store. For a list of products currently supported, please refer to our Supported Products and Services page.
Response Goals
BIZARC will make every effort to provide an initial response according to the following guidelines:
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Priority - Initial Response
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Urgent - Within 4 hours of receipt
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Expedient - Close of same business day
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Standard - Close of next business day
The initial response may be a priority discussion or a request for more information. In the case of an Urgent problem, we will make every attempt to provide you either with a resolution to the issue or suggest a work-around to give you an immediate solution for the interim.
Priority 1- Urgent.
The customer's business has been interrupted or seriously impacted for which there is no reasonable workaround currently available, meaning the issue requires immediate attention. BIZARC will use best efforts to fix priority one problems as soon as possible, typically through allocating a dedicated technical resource until it is resolved.
Priority 2 - Serious problem.
The service is operating but its functionality is degraded. BIZARC will use best efforts to address priority two problems as they arise helping clients maximize their use of our services.
Priority 3 - Minor problem or enhancement.
Priority three problems and enhancements will be scheduled to be fixed or implemented, as resources become available. Please keep your support engineer informed of any changes in your environment that affect the priority of the activity. For example, if the problem occurs more often or becomes more critical, please raise the priority level. Or, if you discover a workaround for the problem, please let us know and advise us if you think the priority level might be lowered.
What You Agree To
Provide BIZARC with accurate information required to change domain records, follow the guides to the letter, retain all account information and ensure all pre set up steps have been followed.
Problem diagnosis and resolution assumes that you will send BIZARC a clear description of the issue, defect (or symptom of defect) or problem and make available to a responsive individual capable of executing tests or trials, and communicating additional facts or properties, as may be needed from time to time, to assist BIZARC in problem diagnosis and resolution.
Note: For more information about Support Programs, visit the Support Programs FAQ.
Definition of Resolution of Issue
Once an issue is accepted as being within the extent of technical support (as described at the top of this page), resolution of a technical support issue shall be defined as accomplishing any one of the following:
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Providing a reasonable solution to the issue
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Providing a reasonable work-around to the issue
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Determination by BIZARC that the issue is not a Service Fault
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Escalation by BIZARC of the incident/Service Fault to BIZARC Operations Manager for review