Support Overview
24x7x365 Standard Support is now included with All Software Purchases
Customers who have purchased Binary Tree products now have access to complimentary technical assistance (Standard Support) with the basic functionality of the software 24 hours a day, 7 days a week, 365 days a year via telephone, email, online chat, and an online request form.
Service Level Agreement
When reporting an issue to Binary Tree Support, we will provide an initial response (Standard Support) within 4 hours. If the issue you are reporting requires escalation to Advanced Support then someone will contact you within 24 to 48 hours.
Standard Support
Standard Support is defined by our best effort to answer and resolve any reported issue as well gather any additional information that might be needed if your issue needs to be escalated and resolved by our Advanced Support team of product experts.
Standard Support provides resolutions for issues like answers to general knowledge questions on our products, providing license keys, pointing you to a relevant knowledge base article, and more. In-depth product questions, issues, and assistance are not included in Standard Support.
If you have an issue that can not be resolved by our Standard Support team, they will gather all of the needed information from you and escalate your issue to our Advanced Support team provided you have purchased a Support Plan or one of our other Advanced Support options listed below or in the menu to the left. In these cases, a product expert from our Advanced Support team will contact you within 24 to 48 hours regarding your issue.
Advanced Support
Advanced Support is defined by access to our team of product experts. Binary Tree offers advanced support through the purchase of support plans and other Advanced Support options listed below and in the menu to the left. If the issue reported requires Advanced Support then the customer must have purchased a valid Binary Tree Support Plan or have a contract for one of the other Advanced Support options.
Binary Tree product experts are available Monday through Friday from 8:00 a.m. EST to 8:00 p.m. EST (Eastern Time in the US). Please note that Advanced Support is not available during US holidays, only Standard Support is available. You may purchase Support Plans in increments of 1, 3, 6, 9, or 12 months. Please contact sales@binarytree.com to purchase your support plan today.
Other extended and advanced support options include: