Providing a professional and enjoyable experience for our customers and their customers is core to how we operate, in order to deliver on our commitments we provide support options to tailored to business need.

Contact us for more help by creating a technical support ticket

You can also check on the current status of our platform at: https://status.bossinsights.com/   


Our support options:


Essential

Pilot (Business / Enterprise)

Business

Enterprise


For organizations with less critical needs

For organizations engaging in limited scale trials of our software.

For organizations relying on our software for core lines of business.

For organizations relying on our software for mission critical business functions and have a need for increased support.

System Status Monitoring

Status page with optional subscription

Status page with optional subscription

Status page with optional subscription

Status page with optional subscription

Specialist Technical Support

Email support

Business hours phone and email support

Business hours phone and email support

24x7 phoneemail and chat access to support engineers

Case Severity / Response times

General guidance:
Best effort during business hours*

System impaired:
< 48 business hours*


Production system impaired:
< 24 hours

Production system down:
< 24 hour

General guidance:
< 24 business hours*

System impaired:
< 12 business hours*

General guidance:
< 24 hours

System impaired:
< 12 hours

Production system impaired:
< 4 hours

Production system down:
< 1 hour

General guidance:
< 24 hours

System impaired:
< 12 hours

Production system impaired:
< 4 hours

Production system down:
< 1 hour

Technical Account Management

Shared email support

Dedicated account manager

Dedicated account manager

Dedicated account manager

Training

2hrs Setup Training

2hrs Setup Training (Business) 

8hrs Setup Training (Enterprise)

4hrs Quarterly Training and Staff Onboarding support

12hrs Quarterly Training and Staff Onboarding support

Configuration

4hrs of configuration and feature development per month

10hrs of configuration and feature development per month

*Business hours are defined as 8am - 6pm EST