Maintenance / SLA
Bizanga works to provide the most scalable, flexible and open technology. The company also has expert services and supports customers to help them design, build and operate the best E-mail and messaging services.
Premium Support
Designed for large and mission-critical deployments, Bizanga’s Premium Support offers:
- Interactive Web support and access to a regularly updated online knowledgebase
- Bug reporting, isolation and remediation
- Escalation procedures
- Access to minor releases and patch releases of licensed software
- 24/7 telephone support
- Telephone and IM access to Bizanga’s Premium Support team for incident and bug reporting and resolution
- 24/7 on site hardware support with guaranteed response and replacement times
- 99.99% service availability SLA
- First-line support for licensed and certified on-platform third-party applications
Bizanga’s premium Online Support service gives customers access to current information repositories about Bizanga’s products and services. The system also lets customers easily track the status of reported bugs or incidents.
Bizanga offers premium support through toll-free numbers and IM to the premium support team consisting of experienced engineers with expert knowledge of large-scale and mission critical E-mail and messaging deployments. Access to premium telephone support for critical and moderate severity events is available 24/7. Other telephone and IM access to the premium support team - at a minimum - is available during local business hours in the following time zones:
- Central European Time (CET)
- Eastern Standard Time (EST)
- Pacific Standard Time (PST)
- Singapore Time (GMT+8)
Business hours are Monday through Friday, 9:00 AM to 5:00 PM local time and closed for local holidays.
Bizanga’s premium Hardware Maintenance service guarantees a next-business day on-site repair or replacement of identified defective hardware.
Bizanga’s support team target response times, target resolution time and update frequency for premium support is based on the reported severity of the event.
| Severity Level | Target Response Time | Target Resolution Time | Update Frequency |
| Level 3 / Critical (System not working) | 4 hours | 8 hours | hourly |
| Level 2 / Moderate (System component not performing as expected) | 4 hours | 1 business day | daily |
| Level 1 / Low (Minor bug) | 2 day s | In next patch or minor release | weekly |
Please note: Response Times denote the time until a qualified response from a support engineer is received; all hours listed in the response time chart are based on business hours
When deployed in an "N+1" configuration, and under the condition that Bizanga has 24/7 on-line remote access and on-site physical access to the IMPs, Bizanga will guarantee 99.99% service availability as contractually defined in Bizanga’s service level agreement (SLA).
If the IMP platform does not deliver at least a downgraded service for more than 15 aggregated minutes per calendar quarter due to performance of the IMP platform itself, customers are entitled to claim a refund on the annual maintenance fee for that cluster of IMP systems and the related Bizanga software.
Basic Support
Suitable for non-critical deployments and staging or laboratory systems, Basic Support offers:
- Interactive Web support and access to a regularly updated online knowledgebase
- Bug reporting, isolation and remediation
- Access to minor releases and patch releases of licensed software
- Telephone and instant messaging (IM) access during business hours to Bizanga’s shared support team for incident and bug reporting and resolution
- Back-to-factory hardware maintenance
Bizanga’s basic Online Support services give customers access to current information repositories about Bizanga’s products and services. The system also lets customers easily track the status of reported bugs or incidents.
Bizanga offers basic local business hour support through toll-free numbers and IM in the following time zones:
- Central European Time (CET)
- Eastern Standard Time (EST)
- Pacific Standard Time (PST)
- Singapore Time (GMT+8)
Business hours are Monday through Friday, 9:00 AM to 5:00 PM local time and closed on local holidays.
Bizanga’s basic Hardware Maintenance service provides for exchanging clearly identified defective hardware through a return materials authorization (RMA) process to the factory for repair or replacement on a best-effort basis.
Bizanga’s support team target response times, target resolution time and update frequency for basic support is based on the reported severity of the event.
| Severity Level | Target Response Time | Target Resolution Time | Update Frequency |
| Level 3 / Critical (System not working) | 6 hours | 2 business days | daily |
| Level 2 / Moderate (System component not performing as expected) | 1 business day | 4 business days | daily |
| Level 1 / Low (Minor bug) | 4 days | In next patch or minor release | weekly |
Please note: Response Times denote the time until a qualified response from a support engineer is received; all hours listed in the response time chart are based on business hours.
Local Language Support
Support is in English and expanding to a selection of local languages. Please contact us for current information on available local language support options.
Filter Performance SLA
Bizanga understands that the quality of the filtering is an essential part for deployments of the IMP as a security system. However, actual filtering rates depend on the choice of filtering technology and the deployed IMP technology. Therefore, Bizanga does not offer capture rate and filtering SLA as part of the standard support and service offering.
However, Bizanga is available to discuss possible guaranteed filtering rates with attached SLAs. The actual SLA level is discussed in the context of the chosen filtering technologies and commercial arrangements with Bizanga.
Please contact us if you are interested.
Other Services
Bizanga offers additional services such as configuration support and operations support. See Services for more detail.
Online Support