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FAQ

Does Bizanga provide support for the certified third-party applications that I am running on my IMP ?

If an application from a certified third-party vendor is deployed on the IMP, Bizanga escalates any errors or faults diagnosed from the third-party application to the vendor on the customer's behalf. As part of this escalation, Bizanga works with the vendor to provide a speedy resolution.

In taking this responsibility, Bizanga only guarantees that the third-party application will work properly and come fully integrated with the IMP. Bizanga does not guarantee the impacted third-party application works as the third-party vendor advertised. Bizanga will deactivate faulty third-party applications, if necessary, for a short term to ensure compliance with the service level agreement.

Does Bizanga’s Service SLA extend to the supported third-party applications that I am running on my IMP ?

No, Bizanga only guarantees that certified third-party applications will work properly and come fully integrated with the IMP. Bizanga does not guarantee the third-party application works as the third-party vendor advertised. The Service Availability SLA only extends to the IMP and its purpose of handling messages, not to any third-party applications running on the IMP.

Can Bizanga guarantee that the latest release of a supported third-party application is available on my IMP ?

Bizanga guarantees integration and availability of fully integrated new releases of certified third-party applications on the IMP within three months of the third-party vendor making them available.

I am a Bizanga support customer. How can I get in touch with Bizanga support ?

Bizanga provides English or local language toll-free numbers, accessible 24/7 for Premium Support customers. Bizanga also operates a private support instant messaging server available to select customer support contacts for coordinating with Bizanga support. Customers can also report and review incidents using the Bizanga extranet site and its request/event tracking system.

I am a Bizanga support customer and I lost my contact details for getting in touch with Bizanga support. Where do I find them ?

When your company received the contract, Bizanga gave your company a support procedures document. This document outlines the process for contacting Bizanga support including specific toll-free and toll numbers to contact your support representative. If you have misplaced this document, please E-mail support.

Are major release upgrades included in the Bizanga support and maintenance agreements ?

The Bizanga support and maintenance agreement provides for free minor release and patch release upgrades. Any major release upgrades are available to the customer for a discounted price as part of the agreement.