1.1. Bitrix24 provides support services to the company's partners and customers. The Bitrix24 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, and FAQ. If your problem is similar to one that you encounter in the documentation but still requires consultation, a reference to the original document 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 Bitrix24 partners for an end user unless these problems are in some way related to errors in Bitrix24 products.
1.4. Bitrix24 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. Bitrix24 Helpdesk operates between 6 a.m and 4 p.m UTC on business days. A business day is considered every official working day of the week, excluding public holidays and weekends.
Technical support requests are processed on a first-come, first-served basis. High urgency level requests that require immediate response or the 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.
2.2. Problems that cannot be resolved in the context of the current software version are sent to the Bitrix24 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.
2.3. The technical support service cannot guarantee a 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 vary from a few hours to a few days, depending on the complexity of the issue. 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, especially if the issue in question will require the involvement of a software engineer or web developer. In this or a similar situation, making a phone call to the sales department has no practical consequence because it will not accelerate the problem-solving process.
2.4. Only one issue can be solved per request.
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. A technical support request can be submitted in a number of ways:
After a request is submitted, it will be processed by the Bitrix24 Helpdesk and Bitrix24 Technical Support Department.
4.2. Each technical support request should include the following information in order to reduce the resolution time.
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 Bitrix24 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 Bitrix24 technical support team should be changed immediately after the problem is resolved. The technical support team 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 request is closed.
4.4. After the Bitrix24 technical support team has received a request, the client receives a notification, which includes the technical support request information with a unique identifier (ID). If technical support is done via email, clients have to preserve the ID in the e-mail message subject field during the whole period of correspondence with the Bitrix24 technical support team. The forthcoming messages are appended to the initial message automatically. Clients can view the full correspondence in the technical support section on the Bitrix24 website.
4.5. Technical support cannot be offered using other communication tools or communication channels (e.g. phone, GoogleTalk, Skype). Questions asked via these channels are not treated as official requests and not registered by the Bitrix24 Helpdesk system. These communications facilities are for sales-related questions, general contacts and consultation.
4.6. When you submit a support request, 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).
4.7. 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, or the FAQ section answers. The Bitrix24 technical support team can also provide links to help topics published on other web resources, as well.
4.8. There are a number of circumstances that can delay or even abort the problem-solving process.
Bitrix24 places high emphasis on the technical support service quality and provides comprehensive support service for users with active Bitrix24 product license.
If you suppose that your request has been prematurely closed, you can re-open it and define your question more precisely. You can send a message to the technical support service supervisor asking for accelerating the resolution of urgent questions or for comments on the request.