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. Responsive, reliable, and customer-focused support services across both SaaS and Licensed deployment models.
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 Framework Objectives
Our structured support framework is designed to ensure:
- Operational continuity
- Timely issue resolution
- Clear communication
- Service accountability
- High customer satisfaction
How Support Tier is Selected
Support tier selection depends on:
- Business criticality
- Transaction sensitivity
- Required uptime level
- Risk exposure
Support Categories & SLA Structure
BISage provides four structured support tiers.
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
Support Type and SLA
Response • Resolution • Charges
| Type of Support | SLA Response | SLA Resolution | Support Hours | 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 – 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 – 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
Clients may choose the appropriate model based on operational sensitivity and uptime expectations.
Standard Availability (SA)
97% Service Uptime. Suitable for non-critical operations.
High Availability (HA)
99.9% Service Uptime. Recommended for mission-critical environments.
Cloud Service
Availability • Up-time • Hosting
| Service Availability | Service Uptime | Cloud Hosting (SaaS) | Cloud Hosting (License) |
|---|---|---|---|
| Standard Availability (SA) | 97% | Included in SaaS Subscription | 10% |
| High Availability (HA) | 99.90% | Included in SaaS Subscription | 20% |
Authorized Support Mode
Remote Desktop Connection (RDC)
For security and compliance reasons: RDC is the only authorized channel for technical troubleshooting. Unauthorized access methods are strictly prohibited.
WhatsApp Support
Chat with our support team on WhatsApp at 9802304304 to report an issue, share screenshots or get quick help. If remote troubleshooting is needed, it is carried out through RDC only.
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.
Client Responsibilities
Each client must appoint a Single Point of Contact (SPOC).
- Clearly explaining the issue
- Sharing troubleshooting steps already attempted
- Providing screenshots or error logs
- Coordinating internal communication
SPOC Must Possess
- Basic technical understanding
- Clear communication skills
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
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.
Support Escalation Matrix
| Level | Unit | Mobile No. | |
|---|---|---|---|
| L1 | Customer Care | 9802304304 | customercare@bisage.com.np |
| L2 | Technical Support | 9802304304 | support@bisage.com.np |
| L3 | Operations | 9802304307 | operation@bisage.com.np |
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.
Frequently Asked Questions (FAQ)
Categorized FAQ to help users resolve common issues quickly.
- General Queries
- Technical Issues
- Product & Sales
- Billing
- Support & Service
Need dedicated assistance or 24×7 support?
Connect with our team to upgrade your support plan and ensure uninterrupted operations. Need Support? Reach the Right Team Faster — use the escalation matrix and trouble ticket system for transparent tracking and timely resolution.