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1.1. Bitrix, Inc. provides support services to the company's partners, customers and non-commercial users of Bitrix products.
The Bitrix technical support service helps to settle problems outlined in this document according to the established Service Level Agreement.
1.2. Before you address your question to the technical support service, you should study all the reference information available about your problem in the documentation, manuals, FAQ and search the forum. If your problem is similar to one that you encounter in the documentation or in the forum discussion but still requires consultation, a reference to the original document or discussion must be included in the support request.
1.3. Questions that are beyond the scope of technical support should be directed to the specialists of hosting companies, third-party software developers, etc. The technical support service cannot resolve problems that concern the maintenance of a web project created by Bitrix partners for an end user unless these problems are in some way related to errors in Bitrix products.
1.4. Bitrix, Inc. does not provide web design, development or hosting services. We provide only general consultation for problems concerning hosting server configuration and server software installation by giving references to the Internet resources and the related documentation.
2.1. Technical support requests are classified in several service levels (SLA- Service Level Agreement). The service levels differ in response time and other parameters and depend on a client category and/or a problem category.
2.2. Technical support requests are processed on a first-come, first-served basis. Maximum response time corresponds to the defined service (SLA) levels. High urgency level requests that require immediate response or direct help of tech support specialists may be processed out of turn. High-urgency requests are those concerning the full or partial recovery of web projects.
The problem-solving period depends on the request urgency level, problem complexity and the potential need to hand the request over to the development department.
2.3. Problems that cannot be resolved in the context of the current software version are sent to the Bitrix development department, which means that the fix will be included in the subsequent update. The planned term of the software update release is defined during the problem diagnostics respecting the general software development plan.
2.4. The technical support service cannot guarantee the fixed problem-solving period because there are a number of influencing factors: client's timely replies; response time of a hosting company; the need to prepare and release a software update, etc.
The response period depends on the current technical support service workload and can take less time than stated in the regulations. Sometimes, a problem can be solved immediately upon the receipt of a request or additional information from a client or user. The response of technical support specialists to additional information can take more time but never exceeds the maximum response time defined for a given support level. In this or a similar situation, making a phone call to the sales department or creating posts in the forum has no practical consequence because it will not accelerate the problem-solving process.
The maximum response times are defined in 2.5, below.
2.5. Response Time. Technical support tickets are processed on a first-come, first-served basis.
2.5.1. Bitrix24 Self-Hosted Version used by Bitrix Partners and/or Commercial Clients
The maximum response time is 24 hours on business days.
2.5.2. Bitrix24 Cloud Version used by Bitrix Partners and/or Commercial Clients
The maximum response time is 16 hours on business days.
2.5.3. Bitrix24 Cloud and Self-Hosted Versions: Non-Commercial Client Support
This support level is assigned to users of the demo version and for non-commercial clients (owners of non-commercial and not-for-resale / NFR versions, as well as Bitrix24 Cloud accounts with no active commercial subscription). The scope of support covers general usage questions; no assistance on web development can be provided.
The maximum response time is 48 hours on business days for the Self-hosted Version, and
32 hours on business days for the Cloud Version.
2.5.4. Non-Product Related Questions
This support level is assigned to a ticket if the problem is beyond the scope of standard technical support requiring introduction to common programming principles or explanation of general questions about the creation and maintenance of Bitrix powered web solutions.
Any ticket that is assigned any support level can be moved to this level by the support specialists if a given question cannot be classified into any other levels.
The maximum response time is
72 hours on business days.
This support level is assigned to a ticket passed on to the development department.
The maximum response time is 14 days.
| SLA level | Response time (on business days*) | Propagation to development department | Technical support duration | Period of free updates | Complimentary services |
|---|---|---|---|---|---|
| Bitrix Partners, Self-Hosted Version | 12-24 hrs | available | unlimited | unlimited | Personal account manager, partner portal, private forums |
| Bitrix Partners, Cloud Version | 8-16 hrs | available | unlimited | unlimited | Personal account manager, partner portal, private forums |
| Commercial Clients, Self-Hosted Version | 12-24 hrs | available | 1 year, can be renewed | 1 year, can be renewed | Blogs. public forums, private forums, bitrix community |
| Commercial Clients, Cloud Version | 8-16 hrs | available | according to subscription plan | according to subscription plan | Blogs. public forums, private forums bitrix community |
| Non-Commercial Clients. Self-Hosted Version | 24-48 hrs | n/a | n/a | 30 days (trial period) | Blogs. public forums, Bitrix community |
| Non-Commercial Clients, Cloud Version | 16-32 hrs | n/a | n/a | 30 days (trial period) | Blogs. public forums, Bitrix community |
*Bitrix HelpDesk normally operates between 9:00AM and 6:00PM CET on a business day. A business day is considered every official working day of the week, that is excluding public holidays and weekends.
3.1. Installation And Configuration
The following problems are within the technical support scope:
The following problems are beyond the technical support scope.
3.2. Enhancement of product performance
The following topics are within the technical support scope:
The following topics are beyond the technical support scope:
3.3. Product Updates & Maintenance
The following topics are within the scope of technical support:
The following topics are beyond the technical support scope:
The following topics are within the technical support scope:
The following problems are beyond the technical support scope:
The following problems are within the technical support scope.
The following problems are beyond the technical support scope:
The following problems are within the scope of technical support.
4.1. The technical support procedure is initiated by a technical support request posted in a technical support ticket. A technical support ticket can be submitted by a Bitrix partner, commercial or non-commercial client in a number of ways:
After a request (a technical support ticket) is submitted, it will be processed by the Bitrix HelpDesk and Bitrix Technical Support Department staff.
4.2. Each technical support ticket should include the following information in order to reduce the resolution time.
All problems should be described using commonly accepted web programming, software or hardware terminology.
4.3. If a certain action is required to be performed on the client's web server to resolve the problem, the support specialist may require the Bitrix product license key and the web server authorization information for administration access.
Note that additional information like FTP, SSH or the hosting server Control Panel login and password may be also requested in some cases, for example, when additional measures have to be taken in order to recover the project operation or to diagnose update problems.
The authorization details (login and password) submitted to Bitrix technical support team should be changed immediately after the problem is resolved. The technical support staff cannot and will not be responsible for the client's web project, personal data, or hardware and software performance after the problem is resolved and/or when the corresponding technical support ticket is closed.
4.4. Each time a client submits a technical support ticket or sends a message that is further accepted and regarded by the Bitrix technical support staff as a technical support ticket, the system automatically generates and sends a notification stating that the issue will be taken care of according to the service level assigned.
4.5. After the Bitrix technical support staff has received a ticket, the client receives a notification, which includes the technical support ticket information with a unique ticket identifier (TID). If technical support is done via email, clients have to preserve the TID in the e-mail message subject field during the whole period of correspondence with the Bitrix technical support staff. The forthcoming messages are appended to the initial message automatically. Clients can view the full correspondence in the technical support section at the Bitrix website.
4.6. Technical support cannot be offered using other communication tools or communication channels (e.g. phone, ICQ, forum, GoogleTalk, Skype). Questions asked via these channels are not treated as official requests and not registered by the Bitrix HelpDesk system. These communications facilities are for sales-related questions, general contacts and consultation.
4.7. When creating a ticket or sending a support request via e-mail, you can include screenshots and other images that can help to identify and resolve the problem. Screenshots are to be created in PNG, GIF, JPG formats (graphics in BMP format must be compressed using a RAR or a ZIP archive software).
4.8. When a client sends messages from their website's Control Panel, the client can include the configuration information of the web server they use (phpinfo). This information will be included in the message if the corresponding checkbox is enabled.
4.9. If a request is sent via the e-mail, it must contain the correct registered user information: the e-mail address, the Bitrix site login, etc. The specified information is used to uniquely identify a user to assign them the appropriate service level. Clients should understand that a commercial SLA level will be assigned only to a request that is sent from an e-mail address specified in the license, or the one belonging to a Bitrix commercial user group.
4.10. Answers to the common, frequently asked questions can be given in the form of web links to corresponding pages of the online documentation, documentation download page, Bitrix forum topics, or the FAQ section answers. The Bitrix technical support staff can also provide links to help topics published on other web resources, as well.
4.11. There are a number of circumstances that can delay or even abort the problem solving process.
4.12. Third-party mail services and spam filters may be a serious obstacle to initiate a consulting process. The problem is treated as accepted only if a client has received a confirmation message containing a unique number (a ticket ID, TID). This means that the message has been checked by the anti-spam system successfully and registered in the support system. If a message fails to be delivered, clients should create a ticket at the Bitrix site and communicate via the technical support service interface.
4.13 The progress of problem solving can be monitored on the Bitrix, Inc. offcical websites. You should be logged in to view your technical support ticket progress on your Personal Account page. You can search for a particular technical support ticket using the TID in the search form.
Bitrix, Inc. places high emphasis on the technical support service quality and provides the highest possible support service for all categories of users. After resolving a problem, we kindly ask you to estimate the service quality by voting in the ticket form.
If you suppose that a ticket has been prematurely closed, you can re-open the ticket and define your question more exactly. You can send a message to the technical support service supervisor (support@bitrix24.com) or to your account manager asking for commentary on the ticket or to accelerate the resolution of urgent questions.
Additional information on the general schedule; changes in the schedule; the holiday schedule; technical and emergency breaks is published on the Bitrix official website: http://www.bitrix24.com
