At Buzzinbees, we understand the importance of having immediate access to highly knowledgeable support engineers in case a critical solution is down. Bee-SAFE telecom critical 24x7 support is designed to provide the highest level of support for your mission-critical systems. Bee-SAFE is staffed with support experts who understand your unique system configuration. Our experts are available 24 hours a day, 7 days a week, to answer your calls and provide quick problem resolution to your critical issues.
Beyond reactive resolution of issues, Bee-SAFE also allows for proactive assistance and maintenance of your systems, offering expertise that would be expensive to develop in-house.
Bee-SAFE is designed to help our customers to successfully develop, deploy, and manage business solutions built around our broad range of high-quality products. An assigned technical account manager (TAM) proactively services your deployed systems, managing a close relationship with your team and providing advice, consulting, assistance and quick resolution of technical issues for all your Buzzinbees products.
Bee-SAFE consists in four main themes that you subscribe to on an annual basis:
Close relationship
Your assigned TAM works closely with your management and technical staff to reduce problems and ensure issues are addressed in the most effective manner. She/he is a product and support expert and will drive the following activities:
- welcome session: an initial meeting with your designated contacts to outline all service elements and set expectations,
- status meetings: regularly scheduled calls or meetings covering all aspects of the delivered services,
- usage reports: they give you details of our support activity over previous periods, including information on closed and outstanding support calls,
- escalation management: your issues will be escalated promptly to deliver the best resolution in the shortest possible time,
- global coordination: your dedicated TAM coordinates the support needs for your installed base all over the world.
Efficient support
Formal support procedures ensure your calls are handled with the appropriate level of attention until final resolution:
- support calls: submit your calls related to any Buzzinbees product, 24 hours a day, 7 days a week. We handle them based on their severity, according to the defined service level objectives,
- calls submission: you can submit your support calls either by phone or via the web,
- emergency on-site support: in case issues can't be resolved remotely, we can send our expert(s) on site, after we mutually agree on specific time frame and deliverables,
- escalation process: in specific situations, you can require Buzzinbees management particular attention.
Proactive services
You can select from our broad range of services:
- consulting: you can request access to Buzzinbees products experts to help you make the right decisions for your new developments, optimize your design and implement your solutions faster,
- configuration & tuning: we help you configure and fine-tune your systems to avoid long-term issues and reduce your costs,
- development services: we assist your developers with prototyping, performance benchmarking and migration management, to make your in-house development faster and cheaper,
- technical workshops: we train your staff on how to best use our products and troubleshoot them,
- on-site critical project support: we assist you on site during the most critical phases of your projects.
Online services
On top of the services provided by the TAM, you have online access to:
- product newsletters: regular newsletters covering all Buzzinbees products, with expert advice on the most recent technical information, technology, support issues and fixes,
- critical problem alerts: an email-based subscription giving early warning on potential high-impact problems, as well as guidance on how to avoid them,
- webinar: regularly scheduled teleconferences handled by Buzzinbees developers, product managers and senior support staff, covering key areas of Buzzinbees technology,
- knowledge base: Buzzinbees support FAQ... and answers!
Pricing, flexibility and scalability
Bee-SAFE can be customized to meet your needs. Each support relationship starts with a joint study aimed at proactively determine the services to include in your contract.
Buzzinbees also offers:
- Bee-LIVE continuous 24x7 support,
- Bee-READY basic 8x5 CET support, during central European time (CET) office hours,
- Bee-SUP 8x5 CET support acceleration.
Configuration and set up 8x5 remote asssistance is also available to help you set up your Buzzinbees products.
For more information: contact your Buzzinbees support representative at customer.care@buzzinbees.com.