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Binary Tree Product Support Overview

We are committed to your success.

Binary Tree is committed to ensuring that our customers receive the highest level of support. Should you have a problem with our software or require further clarification regarding its functionality, please do not hesitate to contact us. With our comprehensive knowledge and detailed product documentation, Binary Tree strives to provide prompt responses that resolve issues being encountered. 

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Support Case Management Process

Reporting a Support Case

Prior to Logging a case you should review these helpful tips:

  • Ensure you are running a supported version of the software
  • Check the product documentation for a resolution to the issue
  • Check the Release Notes, Known Limitations and our Knowledge Base
  • Confirm the problem is reproducible
  • Confirm if the problem is isolated to one instance or many
  • Note any recent changes to your system and environment
  • Note the version of your Binary Tree product and environment details
  1. Binary Tree Support assigns unique case numbers to all customer requests for assistance. These case numbers allow Support to prioritize and track all cases through resolution.
  2. All cases are assigned a severity level, and are placed in a queue to be processed by the next available Support Engineer. Binary Tree Support Engineers take ownership of your case and see it through to successful resolution.
  3. The Support Engineer will contact the customer and gather any additional information needed and will investigate to determine the proper course of action. This may require the Support Engineer to re-create the issue, work with our Binary Tree Software Development Team, and work with the customer on their configuration of the software, etc.
  4. If the Support Engineer determines that the issue requires a fix to the software, the Support Engineer will notify the Development team. When a fix is made available from the Development Team, the Support Engineer will notify the customer of its availability.

 

  Product Support Data Collection Document

  Comprehensive User Guide to Binary Tree Support

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Standard Support

24x7x365 Standard Support 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. You can submit a standard support request via online request form, email or phone.

Standard Support is defined as, our best effort to answer and resolve reported issue, as well gather additional information, which might be needed if your issue needs to be escalated and resolved by our Advanced Support team of product experts.

Standard Support provides answers to general knowledge questions on our products, information about relevant knowledge base articles, and more. In-depth product questions, issues, and phone and/or screen sharing assistance are not included in Standard Support.

If you have an issue that cannot be resolved by our Standard Support team, they will gather all the needed information from you and escalate your issue to our Advanced Support team provided you have purchased an Advanced Support Plan.

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Advanced Support

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 Advanced Support Plan or have a contract for one of the other Advanced Support options.  You can submit an Advanced Support request via online request form, email, or phone and your case will be assigned to an Advanced Support Engineer.

Advanced Support is available Monday through Friday 3:00 a.m. - 8:00 p.m. (US Eastern Time).

Advanced Support is not available during US or EMEA holidays, only Standard Support is available for that region's holiday. 

Advanced Support options include:

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Power365® Support

Support for Power365 varies from our other products, the support plan is included in the license cost.

For Power365 Mail Migration Licenses 

For Power365 Integration and Integration Pro Licenses

  • Standard Support is included
  • Advanced Support is included
  • 24x7x365 Advanced Support included for critical situations only (down or inoperable) which Standard Support cannot resolve (review the Comprehensive User Guide to Binary Tree Support for priority definitions)

Check on Power365 Service Status

Power 365 Service Status

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Service Level Agreement (SLA)

When reporting an issue to Binary Tree Support, we will provide an initial response within four 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, nor does it apply to the timeframe of resolution for the issue reported.

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How to contact Support

Submit a Support Request Online
Click here to submit your request

Email
support@binarytree.com

Phone (Select Menu Option 2)

Location

Phone Numbers

United States

800-706-2913

London, England

(011) 442-035142599

Sydney, Australia

(011) 612-90370266

Tokyo, Japan

(011) 813-45781809

 

Download the Binary Tree Support Brochure