Access our team of product experts with an Advanced Support Offering
Advanced Support provides you with access to our team of product experts. 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. You can submit an Advanced Support request via email, online request form, or phone. Phone Support is only available to customers who have purchased a Binary Tree Support Plan.
Binary Tree product experts are available Monday through Friday 3:00 a.m. - 8:00 p.m (US Eastern Time):
8:00 a.m to 8:00 p.m GMT (Greenwich Mean Time)
8:00 a.m to 8:00 p.m EST (US Eastern Time)
Please note that Advanced Support is not available during US or EMEA holidays, only Standard Support is available for that region's holiday.
You may purchase Support Plans in increments of 1, 3, 6 or 12 months.
Advanced support options include:
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 a product expert will contact you during the hours Advanced Support is available. This SLA does not apply to subsequent responses beyond the initial SLA nor does it apply to the timeframe of resolution for the issue reported.