Support

Critical business impact - A critical situation in production that strongly affects your use of the service. The situation stops your business, and there are no procedural workarounds.

• The service is not available
• Data is damaged or lost and must be restored from a backup
• Critical function is not available
• Tier 1 issues require the user to have dedicated resources available to work continuously to resolve issues with B2Bee and Partners

Significant business impact - The main functionality is compromised or there is a significant degradation of performance. The situation causes a great impact on parts of your business and there is no reasonable workaround.

• The service is operational but of highly degraded performance to a level that has a major impact on usage.
• Important SaaS functionality is not available without an acceptable workaround; however, operations can continue in a limited way.

Minor business impact - There is a partial, non-critical loss of service use with medium and low impact on your business, but your business is still functioning. A short-term solution is available but not scalable.

No business impact - Inquiry about a routine technical issue; the information requested relates to application capabilities, navigation, installation or configuration; a bug that affects a small number of users. An acceptable solution is available.

General notes - B2Bee reserves the exclusive right to assess the degree of seriousness and urgency of the request made or the problem reported, and to act accordingly; - Support contracts are concluded for a minimum of one year of using the services; - The Credit represents each separate request sent to technical support; Credits include questions and assistance regarding the functionality of the system; Credits are not carried over to the next month; No more than two Credits can be used per day; The Credit can grow into a request that is paid according to the price list.