1) One-Time Support (FOC)

• Provided on a free-of-charge basis for startups
• No defined SLA response time
• Limited to basic issue resolution

2) Standard Support

• Available on subscription basis
• Defined SLA response time
• Suitable for regular operational requirements

3) Premium Support

• Faster response time
• Priority handling
• Recommended for higher operational dependency

4) Enterprise Support

• Highest priority support
• Dedicated coordination
• Customized SLA based on transaction sensitivity

Remote Desktop Connection (RDC)

For security and compliance reasons:

• RDC is the only authorized channel for technical troubleshooting
• Unauthorized access methods are strictly prohibited

System Requirements

BISage provides minimum system requirements necessary to operate BIS Applications efficiently.

Clients are advised to review detailed system specifications on our website for optimal performance.

SPOC Must Possess

• Basic technical understanding
• Clear communication skills

SPOC Responsibilities

• Clearly explaining the issue
• Sharing troubleshooting steps already attempted
• Providing screenshots or error logs
• Coordinating internal communication

Basic Troubleshooting Guidelines

• Hard refresh
• Clearing browser cache
• Checking internet connectivity
• Verifying login credentials

Detailed troubleshooting guidelines are available on our website.

Trouble Ticket System

BISage utilizes an automated Trouble Ticket System designed to:

• Log and track support requests
• Monitor SLA performance
• Ensure accountability
• Improve communication transparency
• Maintain support activity records

Each ticket is assigned a reference number for tracking and escalation.

FAQ Categories

• General Queries
• Technical Issues
• Product & Sales
• Billing
• Support & Service

Escalation Rule

Escalation occurs only if the issue is not resolved at the previous level.

For best outcomes, share the issue clearly with steps already attempted and relevant screenshots/logs.