Customer-Centric Support & Service
BISage delivers responsive, reliable, and client-focused support across both SaaS and License models. Our support framework is designed to maintain continuity, reduce downtime, and resolve issues efficiently.
Structured SLA Support
Clear response targets with severity-based best-effort resolution.
Reliable Support Channels
Trouble Ticket, WhatsApp and AnyDesk for guided troubleshooting.
Scalable Coverage
From go-live assistance to 24×7 enterprise support.
Support Type and SLA
Response • Resolution • Charges| Type of Support | SLA Response | SLA Resolution | Support Hour | Medium | Charge (SaaS) | Charge (License) |
|---|---|---|---|---|---|---|
| One-time Support | No SLA | No post-go-live issue resolution | One-time go live assistance | Pre-recorded Demo, FAQ, User Manual | FOC | 0 |
| Standard Support | 12–24 hours | Best Effort / Severity-based | 10:00 am to 6:00 pm | Trouble Ticket, WhatsApp, AnyDesk, FAQ | Included | 10% of License Fee |
| Premium Support | 4–8 hours | Best Effort / Severity-based | 8:00 am to 8:00 pm | Trouble Ticket, WhatsApp, AnyDesk, FAQ | Included | 15% of License Fee |
| Enterprise Support | 1–2 hours | Dedicated support with priority resolution | 24×7 | Trouble Ticket, WhatsApp, AnyDesk | Included | 20% of License Fee |
Disclaimer: SLA response and resolution timelines are target-based and subject to issue complexity,
third-party dependencies, and customer responsiveness.
Cloud Service
Availability • Up-time • Hosting| Service Availability | Service Up-time | Cloud Hosting Charge (SaaS) | Cloud Hosting Charge (License) |
|---|---|---|---|
| Standard Availability (SA) | 97% | Included in SaaS Subscription | 10% |
| High Availability (HA) | 99.90% | Included in SaaS Subscription | 20% |
Support Mode & Contacts
Process • EscalationAuthorized Troubleshooting Channel
Remote Desktop Connection (RDC) is the only authorized channel for technical troubleshooting.
Client SPOC Requirement
Clients must appoint a single point of contact (SPOC) with basic technical and communication skills to:
- Clearly explain the issue
- Share steps already taken internally
- Provide supporting screenshots or error messages
Support Contact Details (L1–L3)
| Level | Unit | Mobile No. |
|---|---|---|
| L1 | Customer Care Unit | 9802304304 |
| L2 | Support | 9802304304 |
| L3 | Operation | 9802304309 |
Need dedicated assistance or 24×7 support?
Connect with our team to upgrade your support plan and ensure uninterrupted operations.