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From Bicom Systems Wiki

1Bicom Systems Customer Service
3Opening Support Ticket
4Emergency Ticket
7Escalating Ticket

Technical Support

The purpose of the Support team is to troubleshoot and resolve your technical problems to allow you, as our Partner, to live in the least restrictive environment.

Bicom Systems Support team offers:

Friendly approach and way of communication
Valuable problem-solving
Clear and understandable replies

All queries are resolved to achieve one of the following:

Issue resolved to Partners satisfaction
Detailed explanation given if the issue is unsolvable
Matter defined as being a feature request and transferred to developers
Matter is raised as a bug in the bug tracker and an indication of resolution is provided
Patch delivered for critical bugs

What we ask for in return:

Legible and clear explanation of the problem with all possible details
Answering inquiries promptly until a solution and mutual satisfaction is reached

Monday - Thursday

Friday

Sunday – Monday

Weekends

Note: To see how to open an emergency ticket please check 'Emergency Ticket'.

All Partners with an active Support Contract can submit a Support ticket. All support matters should be entered as a Ticket.

User Manual Example

To do so, please go to Bicom Systems Technical Support Portal. Select New Support Ticket and add all relevant information. Please make sure all requirements are met.

Note: Requirements can be found in 'Requirements' section.

Video Tutorial

This video will help you navigate through Bicom Systems Technical Support Portal. Please make sure to check it:

Step-by-step Tutorial

Here we will provide a step-by-step process of opening a New Support Ticket for all our Partners who prefer written instead of video instructions:

1. Go to the Bicom Systems Technical Support Portal

Bicom Systems Technical Support Portal

2. Select New Support Ticket at the very beginning of the page, below the Search bar

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3. Submit a Ticket form will be opened

Submit a Ticket

4. In the Requester field please insert your email address

5. The Subject field is regular description of the Ticket issue and it acts also as a search field. Once you type in the issue it will automatically search for related topics and display them on the side

6. From the Select Issue type field you need to choose Technical Issue

7. In Select product field select product on which the issue has been detected

8. After selecting the product additional fields will pop out (e.g. when selecting PBXware PBXware licence number, PBXware version and PBXware edition will be required)

9. In the Description field describe the issue in as much detail as possible.

Note: Please make sure to check Requirements section. Interactive sign in process initialization windows 10 update.

10. To attach files to the ticket please click on the Attach a file button.

11. Once all of the previous steps have been completed, click on the Submit button

When to use Emergency Ticket

Emergency tickets can be used in the following scenarios:

System down
50% of calls (or more) are unable to pass on the system
SIPprot stopped working during the weekend (for other days please use regular tickets)

Opening Emergency Ticket

There are two ways of creating an Emergency ticket:

By sending an email to “emergency@bicomsystems.com” and typing “URGENT” or “EMERGENCY” in subject field
By going to Bicom Systems Technical Support Portal and submitting a ticket with “URGENT” or “EMERGENCY” in ticket subject field

NOTE: If trough investigation and troubleshooting, it is determined that the emergency was caused by a man-made error, or that it the issue was raised for a non-emergency issue, you may be subject to additional charges.

Online chat is available through your web login at My Account by clicking on the Support chat. Online Chat is preferable to tickets for the following reasons:

Emergency Live Issues
Matters that require more explanation and a relay of conversation for which tickets may take longer

Before directly seeking help from our Support team be sure to read the HOWTOs documents available for you. These documents contain step-by-step, nicely explained, instructions for faster resolution of minor issues. You can see a list of all HOWTOs on the following page HOWTOs_Generaland also on a Bicom Systems Technical Support Portal knowledge base.

Escalate a Ticket

In order to have a fast and efficient way of resolving issues, we provide our Partners with a Support Escalation system. Escalations are taken very seriously with an additional level of severity that results in a satisfied Partner.

We recommend the immediate initiation of a Support escalation process when there is a tangible impact on your production environment, or there is a high risk to the business operations.

How to escalate a ticket

To escalate a ticket go to Bicom Systems Technical Support Portal. Select New Support Ticket, under issue type select Escalation and add ticket number of a ticket you wish to escalate in Ticket number # field.In the Description field write the reason for escalating.

Escalation will then be handled by the Customer Experience team who will offer a solution depending on your problem type.

When to escalate a ticket

When you have frequently recurring or multiple related high-priority incidents related to business impact and urgency
In case of data loss or risk of potential data loss
When there is a risk of potential or actual damage to your and our