Support Options
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/
Looking for security and privacy information? See our Trust Center
Our support options:
Free | Essential | Pilot (Enterprise) | Business | Enterprise | |
|---|---|---|---|---|---|
For organizations with no critical needs | 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 | |||||
Compliance & Security Information | None | ||||
Specialist Technical Support | Ticket support | Ticket support | Priority 24x7 phone & ticket access to support engineers Access to security & infrastructure engineering team | ||
Case Severity / Response times | Best effort during business hours | General guidance: System impaired: Production system impaired: Production system down: | General guidance: System impaired: | General guidance: System impaired: Production system impaired: Production system down: | General guidance: System impaired: Production system impaired: Production system down: |
Technical Account Management | None | Shared support | Dedicated account manager | Shared support | Dedicated account manager |
Training & Configuration Support | None | 2hrs Setup Training | 8hrs Setup Training & Configuration (Enterprise) | 4hrs Monthly Training & Configuration | 10hrs Monthly Training & Configuration |
Availability Guarantees | No | No | No | No | Yes, Formal SLA available with uptime, RPO&RTO guarantees |
Upgrades | Included | Included | Included | Included | Included with controls over when upgrades are scheduled |
*Business hours are defined as 9am - 5pm Eastern Time Zone