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Product Support Plans

Contact Sales for more information and pricing on a support plan.

 


Binary Tree Support Plans 

Standard Support

Advanced Support 

Premier Support

Cloud Support 


Binary Tree Support Plan Overview


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.

A Binary Tree support plan entitles you to Binary Tree product support. Support Plans are sold in increments of 3, 6, or 12 months and provides the customer access to contact Binary Tree for the time frame purchased for support on Binary Tree products. Premium options are also available to help you with advanced configuration should you require it. One-month plans are available for Advanced Support only - restrictions apply. 

The Support Plan will become active immediately if you purchased the product directly from Binary Tree. If you utilized our Binary Tree professional services team the support plan will become active at the time the project transitions from our Professional Services team to our Support team. 

Please review our comprehensive Support Plan options below.


 

Standard Support

24x7x365 Standard Support 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, by email or by phone; all of our responses will be by email.

In Standard Support we use our best efforts to answer and resolve reported questions and issues, as well as gathering 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.


 

Advanced Support 


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. 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.

Benefits and Value Proposition of Advanced Support:

  • Access to a product expert (Level 3 Support) for product defect issues during the timeframe of your Support Plan
  • Ability to contact us via email, online request form or phone
  • Appropriate escalation based on issue severity
  • Ability to provide advanced troubleshooting over a screen sharing application
  • Ability to provide easy and quick solutions to common Binary Tree software questions
  • Ability to assist with implementation of a CSR (customer specific release) to resolve a critical product issue during advanced support hours
  • Root Cause analysis of the issue reported
  • Access to software release upgrades (assuming software license and software maintenance agreement is current)
  • Access to the latest product documentation, release notes, known limitations and product knowledge base
  • Includes a half day of product configuration services assistance for each month of a Support Plan purchased
    • Product Configuration Services provides assistance outside of product support break/fix scenarios such as: Technical Consulting, Architecture Design &, Implementation, or Customization
    • Product Configuration Services require up to five-days’ notice to ensure availability of the appropriate resources. In the event that Binary Tree needs to extend this level of service beyond the inclusive entitlement, additional charges will apply
    • Product Configuration Services hours must be booked and utilized in 4-hour increments
    • Product Configuration Services are only available during US and EMEA business hours
    • Product Configuration Services hours expire at the time of Support plan expiration


 

Premier Support

Premier Support includes everything that Advanced Support offers with the following additional benefits.

Premier Support Plans include priority support queue escalation, an assigned Customer Success Manager (CSM) to provide expert guidance throughout your project, and two product health-checks when purchasing a 12-month Premier Support Plan.

Benefits and Value Proposition of Premier Support:

  • Premier Support cases get priority in the Support queue

  • Assigned Customer Success Manager (CSM) offering valuable guidance around your Binary Tree solutions. Ensuring you are getting the best experience with our solutions
    • The CSM will ensure you have the quickest response to your requests
    • Having access to a dedicated CSM provides you with the comfort that Binary Tree is with you through your transition project
    • Regular meetings with CSM to review all open cases and discuss any concerns
    • Provides a spreadsheet/report at each regular meeting, with a list of all open issues and status
    • Introduce you to new Binary Tree features
    • Provide customer with details on our product portfolio so we can ensure the customer has all the tools they need to be successful
    • The CSM will be available during business hours

  • Includes a full day of Product Configuration Services assistance for each month of a Support Plan purchased
    • Product Configuration Services provides assistance outside of product support break/fix scenarios such as: Technical Consulting, Architecture Design &, Implementation, or Customization
    • Product Configuration Services require up to five-days’ notice to ensure availability of the appropriate resources. In the event that Binary Tree needs to extend this level of service beyond the inclusive entitlement, additional charges will apply
    • Product Configuration Services hours must be booked and utilized in 4-hour increments
    • Product Configuration Services are only available during US and EMEA business hours
    • Product Configuration Services hours expire at the time of Support plan expiration

  • Two half-day remote Binary Tree Product Health Checks are included when you purchase a 12-month Premier Support Plan
    • Interview your stakeholders about the environment
    • Review, document and investigate any open support incidents
    • Audit your messaging environment to ensure performance and stability
    • Provide a report of our findings and recommendations
    • Determine if Binary Tree software is the current GA supported version


 

Cloud Support 


Cloud Support provides you with access to our team of product experts for Power365 and Power365 Directory Sync. You can submit a Cloud Support request via Online Request Form, email, or phone and your case will be assigned to a Cloud Support Engineer.

Cloud Support is included within the license cost for Power365 and Power365 Directory Sync.

Cloud Support is available Monday through Friday 3:00 a.m. – 8:00 p.m. (US Eastern Time). Cloud Support is not available during US or EMEA holidays, only Standard Support is available for that region’s holiday.

Benefits and Value Proposition of Cloud Support:

  • Access to a product expert (Level 3 Support) for product defect issues
  • Ability to contact us via email, online request form or phone
  • Appropriate escalation based on issue severity
  • Ability to provide advanced troubleshooting over a screen sharing application
  • Ability to provide easy and quick solutions to common Binary Tree software questions
  • Ability to assist with implementation of a CSR (Customer Specific Release) to resolve a critical product issue during Advanced Support hours
  • Root Cause analysis of the issue reported
  • Access to software release upgrades
  • Access to the latest product documentation, release notes, known limitations and product knowledge base
  • Power365 Tenant-to-Tenant Essentials offering included for Migration workload purchases:
    • Limited to 6 hours
    • Minimum of 250 seats
    • Initial guidance and pre-requisite analysis
    • Live configuration guidance with Q&A
    • Project setup and tenant pairing