SaaS Platform Support

Our SaaS platform support ensures that clients receive the necessary assistance, maintenance, and troubleshooting to maximize the efficiency and reliability of their platform. The following outlines the two levels of support services available in our SaaS offering.

1. Standard Support & Availability

We offer two levels of support to address different client needs. Our standard support, included with the SaaS subscription, provides:

  • Support Hours: Monday – Friday, 9:00 AM – 6:00 PM PST
  • Response Time: Within 24 business hours
  • Support Channels: support@bitfit.com
  • Issue Types Covered:
    • General inquiries
    • Troubleshooting of generally available platform features
    • System performance issues
    • Security concerns
    • Account and billing inquiries

Knowledge Base & Training

  • Self-Service Help Center: A repository with FAQs and how-to guides: 
  • API Documentation: Detailed documentation for seamless integrations with third-party systems: 

Maintenance & Updates

  • Regular System Updates: Automatic updates, including security patches, bug fixes, and performance enhancements.
  • Scheduled Maintenance: Pre-planned maintenance with prior notice to clients.

2. Enhanced Support & Managed Services

For clients requiring additional support beyond the standard offering, we provide enhanced support and managed services via a separately defined Scope of Work, which can include:

  • Tutorials & Training: Onboarding and training sessions designed to enhance user experience and maximize platform utilization.
  • Support Channels: Available customer channels (Slack, Zendesk, etc.)
  • User Support: Resolution of requests and questions from both end-users and administrators.
  • Customization Assistance: Guidance on configuring platform settings to align with business requirements.
  • Custom Development & Software Modifications: Enhanced support with a dedicated Asset Management Product Technical Manager.
  • Developer & QA Support: Assistance with API integration, custom workflows, interface modifications, data migration, and transformation.

For more information or to discuss a custom support package, please contact our team at support@bitfit.com