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Customer Support

Collaborative, responsive support to resolve technical issues and keep your BigPanda environment running effectively.

Available to address any technical request

Our subject matter experts work to swiftly address all your related BigPanda technical requests. We triage, offer solutions, and share best practices so you can build the best automated operations.

Customer Operations

  • Triage and address all incoming requests
  • Work on Level 1 and Level 2 issues
  • Manage customer outreach communication
  • Provide 24×7 coverage worldwide

Technical Support

  • Address advanced technical requests
  • Collaborate with R&D on any product issues
  • Provide a regional backline team

SRE

  • Monitor actively all systems health services
  • Track and report overall uptime and SLA
  • Automate incident management processes and action plans

Customer support offerings

Priority

Standard

Premium

Premium+

P1

Unavailability of the BigPanda service or degradation of its real-time ITOps functionality that significantly impairs customer’s ability to monitor and manage BigPanda incidents using BigPanda

Examples

  • Service is down or unavailable.
  • A critical part of the SaaS infrastructure is unavailable/inaccessible, resulting in total disruption of work or critical business impact.
  • Service crashes or hangs indefinitely, causing unacceptable/indefinite delays for resources or response.
  • A critical documented feature is not available.

First Response

4 Hours

Target Resolution/Workaround

2 Business Days

First Response

2 Hours

Target Resolution/Workaround

1 Business Day

First Response

1 Hour

Target Resolution/Workaround

1 Business Day

P2

Degradation of the real-time ITOps functionality of the BigPanda service that moderately impairs customer’s ability to monitor and manage incidents using BigPanda

Examples

  • Service is operational but highly degraded performance to the point of major impact on usage.
  • Important features of the SaaS offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
  • Access to a 3rd-party application deemed critical is impacted.

First Response

8 Hours

Target Resolution/Workaround

7 Business Days

First Response

4 Hours

Target Resolution/Workaround

5 Business Days

First Response

2 Hours

Target Resolution/Workaround

5 Business Days

P3

Degradation of the non-real-time ITOps functionality (e.g. degradation of configuration, analytics, or administration functionality) of the BigPanda service

Examples

  • Service is operational but partially degraded for some or all customers, and an acceptable workaround or solution exists.
  • Problem with non-critical feature or functionality.
  • Access to a third-party application deemed non-critical is impacted.

First Response

3 Business Days

Target Resolution/Workaround

To be determined with proposed course of action

First Response

2 Business Days

Target Resolution/Workaround

To be determined with proposed course of action

First Response

1 Business Days

Target Resolution/Workaround

To be determined with proposed course of action

P4

Questions, feature requests and issues with low or no impact on customer’s use of BigPanda Service

Examples

  • Minor problem not impacting service functionality.
  • Missing or erroneous documentation.
  • Minor problem that does not affect delivery of service.

First Response

5 Business Days

Target Resolution/Workaround

To be determined with proposed course of action

First Response

3 Business Days

Target Resolution/Workaround

To be determined with proposed course of action

First Response

2 Business Days

Target Resolution/Workaround

To be determined with proposed course of action

Standard

Premium

Premium+

High-quality support delivery based on prioritization

We are committed to providing timely and high-quality issue resolution.

Priority 1

Unavailability of the BigPanda service or degradation of its real-time ITOps functionality that significantly impairs customer’s ability to monitor and manage BigPanda incidents using BigPanda

Examples

  • Service is down or unavailable. 
  • A critical part of the SaaS infrastructure is unavailable/inaccessible, resulting in total disruption of work or critical business impact.
  • Service crashes or hangs indefinitely, causing unacceptable/indefinite delays for resources or response.
  • A critical documented feature is not available.
Priority 2

Degradation of the real-time ITOps functionality of the BigPanda service that moderately impairs customer’s ability to monitor and manage incidents using BigPanda

Examples

  • Service is operational but highly degraded performance to the point of major impact on usage. 
  • Important features of the SaaS offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion. 
  • Access to a 3rd-party application deemed critical is impacted.
Priority 3

Degradation of the non-real-time ITOps functionality (e.g. degradation of configuration, analytics, or administration functionality) of the BigPanda service

Examples

  • Service is operational but partially degraded for some or all customers, and an acceptable workaround or solution exists.
  • Problem with non-critical feature or functionality.
  • Access to a third-party application deemed non-critical is impacted.
Priority 4

Questions, feature requests and issues with low or no impact on customer’s use of BigPanda Service

Examples

  • Minor problem not impacting service functionality. 
  • Missing or erroneous documentation.  
  • Minor problem that does not affect delivery of service.

Where to get support

Community

Visit now

Documentation

Find answers

Support Portal

Learn more

Support FAQ

When should I contact BigPanda Support?

Contact our global team for any technical issue related to our platform.

How can I reach BigPanda Support?

Our team is just one click away through the Support Portal, on chat, or through email.

Can I call BigPanda Support?

Definitely. We reserve the phone communication exclusively for highly critical issues. When you contact us, we’ll provide a number during the onboarding process.