This article will cover the structure and operations of our support team. It will delve into our support scope, different tiers of support offered, our ticket resolution time, the request forms to be used and our Service Level Agreements (SLAs).
1. Bureau Works Support Scope
2. Bureau Works Support Tiers
3. Ticket Priority and Resolution Time
4. Bureau Works Support Request Form
5. Bureau Works Support Resolution Form
6. Bureau Works Support - Service Level Policy - SLA
6.1 Definitions
6.2 Remedies
1. Bureau Works Support Scope
The Support scope includes: Bug fixing, Answers about features and their usage and related matters
The Support scope does not include: Services* (such as Project management, content translation/localization/review), feature requests**, glossary building and any other item that is not directly related to the platform usage or Bug fixing
*Services and feature requests will be billed separately upon quote approval from the requestor
**Feature requests require evaluation and approval from the Bureau Works Implementation team
2. Bureau Works Support Tiers
The Bureau Works Platform offers three different Support Tiers (please refer to the table below):
License Type | Basic | Premium | White-Glove |
Eligible Accounts | Starter, Boutique, Fusion and Clockwork | Quantum | Quasar |
Support | Email-only | Email-only | Email and Call |
Initial Response time | 8 business hours initial response time | 5 business hours initial response time | 3 business hours initial response time |
Help Center | Available | Available | Available |
Monthly check-in | Not included | Included | Included |
Quarterly review | Not included | Not included | Included |
Dedicated Account Management | Not included | Not included | Included |
Feature request | Billed separately | Billed separately | Billed separately |
Services | Billed separately | Billed separately | Billed separately |
Coverage time:
Bureau Works Support is available from 4 am to 8 pm Central time.
3. Ticket Priority and Resolution Time
Ticket Priority and Resolution Time | |
Resolution time will vary depending on the urgency of the request (based on our support team assessment) | |
Critical Bug | These are bugs that make a major feature completely unusable. |
Timeframe: Immediate attention; aim to resolve within 24 hours. | |
High Priority Bugs | These bugs significantly impact functionality or user experience but do not necessarily cause data loss or security issues. |
Timeframe: Resolve within 1-5 days. | |
Medium and Low Priority Bugs | These are minor bugs that have little to no impact on the overall functionality or user experience. |
Timeframe: Bureau Works support team will inform the estimated resolution time/date once the case is analyzed. If there is a workaround in place already, this will be added to our internal roadmap and will be prioritized according to our list of priorities |
4. Bureau Works Support Request Form
The items below were separated into two categories: "Must have" and "Optional".
The main objective is to provide the Bureau Works support team with some basic information in order to expedite the testing process and answers.
In most cases, not having all that information or most of it will not be impeditive to starting the testing and investigation process, but it may slow down the whole process and answers/fixes (when needed).
In other scenarios, without the basic information, the support team will have to request the details and wait for more information to be shared in order to understand the scenario or issue reported and then start the testing process.
Required information (when applicable)
Project or task URL (if applicable):
Ex: https://app.bureauworks.com/projects/abcdefghi
Email (or profile URL) of the user who has reported the issue:
Ex: [email protected]A quick explanation of the issue encountered, and the steps the user took, to reproduce it:
Ex: When the user clicks on the “Mark as Delivered” button in the Task, the following error message appears on-screen: “XYZ1234”
When did this situation happen initially?
Ex: This morning and it was still happening when he tried again a few minutes later
Optional information (when applicable)
A screenshot or a quick video (full screen) with the error message (if any)
Ex: error_message.jpg (image showing the full screen and the error message)
Was it experienced by more than one user?
Ex: So far only this user reported that error message
5. Bureau Works Support Resolution Form
The goal is to standardize the information we will be sharing with our clients while working on the resolution of their requests.
Workaround (when applicable)
Update - We will be providing an update regarding the initial tests and possibly a Resolution time (see below)
Resolution Turnaround time - After initial analysis and tests, the resolution turnaround time will be provided*
*It depends on the information available, the complexity of the issue, or how quickly it can be identified. In general, with more information, we can narrow down the tests to specific scenarios and speed up this process.
*The granular or specific details about the resolution will be shared only when Bureau Works understands that they are important to illustrate the issue. Other than that, they will be kept as internal information only, since they are only relevant to Bureau Works developers and internal staff.
6. Bureau Works Support - Service Level Policy - SLA
Subject to the terms herein, during the term, the provider agrees that the Bureau Works support team will provide quick answers to our clients according to the SLA, except for outside business hours.
If the provider does not meet the performance commitment, the licensee will receive the service credit described below.
This SLA states the licensee's sole and exclusive remedy for any failure by the provider to provide support in accordance with the performance commitment.
6.1 Definitions
The following definitions shall apply to the Provider Performance Commitment.
1. "Outside Business Hours" means those times when the provider does not have time coverage, between 4 pm PST to 6 am PST on weekdays only.
2. "Service Credit" means the following:
Monthly average initial response time | Percentage of Monthly Fee Refundable to Licensee |
95% or higher | None |
92.0% to 94.99% | 2% |
90.0% to 91.99% | 5% |
under 89.9% | 20% |
6.2 Remedies
Within thirty (30) days following the end of each calendar month, the provider will provide the licensee with a report reflecting the monthly average initial response time for the immediately preceding calendar month. The provider shall calculate the applicable service credit, identify the amount in each such report, and include a monetary refund for the applicable service credit with each such report. Except as set forth herein, service credits may not be exchanged for or converted to monetary amounts.
¹Click here to read our Bureau Works SLA (Service Level Policy for SaaS) and there to subscribe to our Status page.