First Line of Defense

• Our support team is your first line of defense when it comes to noticing issues in the system, requesting training on different areas, and anything in between.
  • If another department or team is needed, then the Support representative will involve them as needed.

Ticket Severities

• Ticket severities are assigned based on the level of impact.
  • Severity Level 1: Complete outage, including any major portion of the software becoming unusable.
    • Resolution time is immediate.
  • Severity Level 2: Critical problem involving failure of payments being made or received by the software, inability to ship product, or high system latency
    • Resolution time is by end of business day.
  • Severity Level 3: Problem with software causing major impact to a client’s business that does not involve payments made or received, inability to send business critical AutoResponders, or prevent QA/UAT on active projects.
    • Resolution time is by end of the following business day.
  • Severity Level 4: Incidents and requests that are not business critical to the client.
    • Resolution time is not preset. It will will vary based upon the nature of the issue and the programming that is required.

Unexpected Behavior vs. New Work Requests

• An unexpected behavior, commonly referred to as a UB, is something that is broken within the code and causing some type of stoppage of work. This could include but is not limited to: error messages, blank pages, inoperative buttons, etc.
• A new work request, commonly shortened to NW, is a request from a client for a feature or functionality that the software currently does not offer and would require programming from a developer to achieve.

Phone Support

• 813-253-2235

Email Support

• support@bydesign.com

Business Hours

• Monday through Friday from 9:00-6:00 EST.

Submitting Tickets:

• Tickets can be submitted by calling or emailing using the contact information provided.
  • For urgent matters that need someone’s immediate attention please always call these in – emails have a 24 hour turnaround time before first contact.
• A Technical Support representative will review the reported issue and will be tasked with replicating the behavior that is being reported and then escalating the issue to our Development team for the resolution.
  • Depending on the nature of the issue, our team will assign it a ‘severity’ which will directly correlate with the turnaround time of the resolution as provided.
• Please include ALL helpful screenshots, links, and anything else that would assist our team with identifying the issue.

 Tracking Tickets:

• Our support team has been tasked with providing excellent Client Statuses that will be sent out to each Client on a cadence/basis of their choosing. Important information should be provided to explain to each client, at a high level, what the current status of the ticket is.
• You also have the ability to call in for ticket updates and speak directly to a support representative.
• You may also reach out directly to the owner of the ticket you are inquiring about for an update. When doing so, please be sure to reply-all to their last communication on the ticket. This will ensure that our freedom support email is included and the ticket number is in the subject line. That combination ensures each of your incoming emails are stored in the ticket itself for quick.

What if I get an ETA that is beyond a time I am comfortable waiting?

• In these cases, please reach out to the person assigned to the ticket first and explain to them the concern. They will take that to the necessary parties internally to see what the team can do to accommodate a faster turnaround time.

When will I be billed for using support resources?

• If your call to us is to report an issue in the code that is broken on our end, these instances will never be billable. That includes the triage time, the development time, and any testing and follow-ups on our end before delivering the resolution to you.
• If your call to us includes a system related question, a training request,  information on new integrations, or any request that was assumed to be a UB, but was later determined to be a configuration issue – will all be billable interactions.
  • With this in mind, your contract includes a block of support hours every month to allow for these types of calls to take place without excess billing charges. Should you go over this amount, excess usage would be billed at that point.