Support Overview
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.
Advanced Support
Advanced Support is defined by 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 from 8:00 a.m. EST to 8:00 p.m. EST (Eastern Time in the US). Please note that Advanced Support is not available during US holidays, only Standard Support is available. You may purchase Support Plans in increments of 1, 3, or 12 months. Please contact sales@binarytree.com to purchase your support plan today.
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.
Other extended and advanced support options include: