Effective problem solving is all about using the right process and following a plan tailored to the issue at hand.
Open a ticket
If you have any questions about functionalities or an incident in your system.
Get priority
Indicate the severity of the issue so our team can determine priorities.
Solving the case
We prioritize urgent support tickets by practicing effective support ticket distribution.
Customer experience is everything
Our main goal is to guide users through an unanticipated situation to help them get back to normality as soon as possible.
Our managers will ensure ticket processing is correct and solve any deviation. To coordinate and communicate with the owner of the ticket to verify the solution and to commit to Binhex's SLA.
For users and technical team
Access control, support in error messages, translations, small failures, monitoring, doubts and queries.
Technical support
Updates, version changes, bug fixes, urgent assistance.
Characteristics and Processes
Set up of new standard and community applications, automate processes and messages.
Training and Knowledge
Knowledge management, learning and training, onboarding of new users, video tutorials.
Basic
$ 122 .50
/ month- 15 annual tickets
- Support during business hours
- Portal and email support
- Access to standard apps except Inventory, Accounting and Manufacturing.
- *No remote support
- **Response time: 1 to 72 hours
Professional
$ 360.00
/ month- 45 annual tickets
- Support during business hours
- Portal and email support
- Access to all standard apps
- *No remote support
- **Response time: 1 to 48 hours
Advanced
$ 940 .00
/ month- 120 annual tickets
- Support during business hours
- Portal, email and telephone support
- Access to all community (OCA) apps
- *Remote support
- **Response time: 1 to 24 hours
Personalized
Consult
- 24 hour support
- Get access to all modules and features
- Portal, email and telephone support
- Access to all Community (OCA) apps
- *Remote support
- **Response time: 1 to 8 hours
*Remote support means the consultant or technician has the ability to connect to your computer to help you solve a specific problem.
**Special category incidents (eg: system crashes) will be attended immediately. Support for queries or incidents of the General category will be attended according to the contracted plan.