Bizagi offers 2 support levels: the Basic Support Service (with no SLAs) and the Premium Support Service (with SLAs) which you may purchase separately according to your requirements.
Basic Support Service
To receive basic support, you must have an active maintenance support contract. Maintenance includes product upgrades/updates and basic product support. Basic Support does not offer any Service Level (no SLAs) and allows customers to open support tickets in Bizagi Portal to report bugs, errors, or suggestions for product enhancement. Support Tickets may also be used to make simple consultations regarding product functionality.
Premium Support Service
This service was designed for those companies that require service levels and special attention to their incidents. This is an optional service, aimed to complement the Basic Support included in the maintenance. The Premium Support Service is based on incidents and is offered in three modalities: Bronze, Silver, and Gold, depending on your service level (SLA) requirements and the number of pre-paid support hours. In order to have access to this service you must have a current and valid maintenance contract for your Bizagi licenses.
The Premium Support programs differentiate from the Basic Support scheme in the sense that they include SLAs and specific time dedication from our support team, which depends on the selected option: Bronze and Silver (5×8) and Gold (7×24). To submit an incident, the client should access Bizagi Portal and open a new ticket, which will be attended to according to the conditions of the acquired program.