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Standard Support

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. You can submit a standard support request via email or our online request form.

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 cannot 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 an Advanced Support Plan.

                                                                                                                                                                                                                                         

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.