Customer Support for AIOps | BigPanda
Customer Support for BigPanda AIOps
Available to address any technical request
Our subject matter experts work to swiftly address all your related BigPanda technical requests. We triage, offer solutions, and share best practices so you can build the best automated operations.
Frontline TSE
- Triage and address all incoming requests
- Work on Blocker and High-level issues
- Manage customer outreach communication
- Provide 24×7 coverage worldwide
Backline TSE
- Address advanced technical requests
- Collaborate with R&D on any product issues
- Provide a regional backline team
Customer support offerings
Priority
Standard
Premium
Premium+
Blocker
Unavailability of the BigPanda service or degradation of its real-time ITOps functionality that significantly impairs customer’s ability to monitor and manage BigPanda incidents using BigPanda
Examples
- Service is down or unavailable.
- A critical part of the SaaS infrastructure is unavailable/inaccessible, resulting in total disruption of work or critical business impact.
- Service crashes or hangs indefinitely, causing unacceptable/indefinite delays for resources or response.
- A critical documented feature is not available.
First Response 4 Hours
Target Resolution/Workaround 2 Business Days
First Response 2 Hours
Target Resolution/Workaround 1 Business Day
First Response 1 Hour
Target Resolution/Workaround 1 Business Day
High
Degradation of the real-time ITOps functionality of the BigPanda service that moderately impairs customer’s ability to monitor and manage incidents using BigPanda
Examples
- Service is operational but highly degraded performance to the point of major impact on usage.
- Important features of the SaaS offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
- Access to a 3rd-party application deemed critical is impacted.
First Response 8 Hours
Target Resolution/Workaround 7 Business Days
First Response 4 Hours
Target Resolution/Workaround 5 Business Days
First Response 2 Hours
Target Resolution/Workaround 5 Business Days
Medium
Degradation of the non-real-time ITOps functionality (e.g. degradation of configuration, analytics, or administration functionality) of the BigPanda service
Examples
- Service is operational but partially degraded for some or all customers, and an acceptable workaround or solution exists.
- Problem with non-critical feature or functionality.
- Access to a third-party application deemed non-critical is impacted.
First Response 3 Business Days
Target Resolution/Workaround To be determined with proposed course of action
First Response 2 Business Days
Target Resolution/Workaround To be determined with proposed course of action
First Response 1 Business Day
Target Resolution/Workaround To be determined with proposed course of action
Low
Questions, feature requests and issues with low or no impact on customer’s use of BigPanda Service
Examples
- Minor problem not impacting service functionality.
- Missing or erroneous documentation.
- Minor problem that does not affect delivery of service.
First Response 5 Business Days
Target Resolution/Workaround To be determined with proposed course of action
First Response 3 Business Days
Target Resolution/Workaround To be determined with proposed course of action
First Response 2 Business Days
Target Resolution/Workaround To be determined with proposed course of action
Standard
P1
First Response 4 Hours
Target Resolution/Workaround 2 Business Days
P2
First Response 8 Hours
Target Resolution/Workaround 7 Business Days
P3
First Response 3 Business Days
Target Resolution/Workaround To be determined with proposed course of action
P4
First Response 5 Business Days
Target Resolution/Workaround To be determined with proposed course of action
Premium
P1
First Response 2 Hours
Target Resolution/Workaround 1 Business Day
P2
First Response 4 Hours
Target Resolution/Workaround 5 Business Days
P3
First Response 2 Business Days
Target Resolution/Workaround To be determined with proposed course of action
P4
First Response 3 Business Days
Target Resolution/Workaround To be determined with proposed course of action
Premium+
P1
First Response 1 Hour
Target Resolution/Workaround 1 Business Day
P2
First Response 2 Hours
Target Resolution/Workaround 5 Business Days
P3
First Response 1 Business Day
Target Resolution/Workaround To be determined with proposed course of action
P4
First Response 2 Business Days
Target Resolution/Workaround To be determined with proposed course of action
High-quality support delivery based on prioritization
We are committed to providing timely and high-quality issue resolution.
Blocker
Unavailability of the BigPanda service or degradation of its real-time ITOps functionality that significantly impairs customer’s ability to monitor and manage BigPanda incidents using BigPanda
High
Degradation of the real-time ITOps functionality of the BigPanda service that moderately impairs customer’s ability to monitor and manage incidents using BigPanda
Medium
Degradation of the non-real-time ITOps functionality (e.g. degradation of configuration, analytics, or administration functionality) of the BigPanda service
Low
Questions, feature requests and issues with low or no impact on customer’s use of BigPanda Service
Support Service Level Agreement
Company will use commercially reasonable efforts to maintain the Service with an uptime of ninety-nine and nine-tenths percent (99.9%) during each calendar month, measured on a monthly basis. The uptime commitment excludes downtime resulting from:
(a) scheduled maintenance performed during Company’s designated maintenance windows with at least twenty-four (24) hours prior notice;
(b) emergency maintenance required for security or system integrity;
(c) failures or delays in Customer’s systems, network, or internet connectivity;
(d) Customer’s misuse of the Service or failure to follow applicable documentation;
(e) force majeure events;
and (f) third-party services or infrastructure outside of Company’s reasonable control.
Real-Time status, incident, and maintenance notices are available at status.bigpanda.io and by push notification through the subscription functionality provided at that URL.
Where to get support
Community
Documentation
Support Portal
Support FAQ
When should I contact BigPanda Support?
Contact our global team for any technical issue related to our platform.
How can I reach BigPanda Support?
Our team is just one click away through the Support Portal, on chat, or through email.
Can I call BigPanda Support?
Definitely. We reserve the phone communication exclusively for highly critical issues. When you contact us, we’ll provide a number during the onboarding process.