Issue handling and bug fixing
Assistance with delivered functionality, investigation, correction, and priority-based escalation.
Support after implementation
Support that continues after go-live
Customers renew once a year and continue working with the same team for issue handling, maintenance, operational assistance, and reasonable ongoing improvements.
Our working model
One annual relationship—not a maze of support packages
The SLA starts at production go-live and creates a continuing route to the team that understands the delivered system.
365 daysAnnual support beginning from production go-live.
Within 8 working hoursNormal maximum first-response target.
24–48 working hoursNormal resolution target, depending on complexity.
4 hours each monthIncluded development or configuration time for reasonable improvements.
Ongoing care
What the continuing relationship can cover
Coverage is matched to the delivered solution and whether BOT Solutions manages its hosting environment.
System maintenance
Regular software care, database optimization, performance tuning, and applicable updates.
Managed environment care
Monitoring, backups, and server or security maintenance where BOT Solutions manages the environment.
Operational assistance
Help for users and operational teams as they work with the implemented system after go-live.
Reasonable improvements
Four included monthly hours for agreed configuration or development changes.
High-priority attention
Incidents are handled according to business impact and may be addressed on off-days when priority requires it.
Our support philosophy
We do not turn every sensible request into a new quotation
Four development or configuration hours are included each month. In practice, our team focuses on taking care of reasonable ongoing needs, and we may absorb modest additional effort when it helps keep the customer moving. This flexibility is not unlimited development: major modules, material scope additions, and third-party costs are discussed and agreed separately.
How customers reach us
Ticket and email requests can be submitted at any time. Phone and WhatsApp support is available Sunday to Thursday, 8:00 AM to 5:00 PM. High-priority incidents are assessed according to their operational impact.
FAQ
Support and SLA questions
Does 24–48 hours guarantee resolution?
No. It is the normal resolution target for standard issues. Actual timing depends on complexity, access, customer inputs, third-party systems, and whether a safe fix requires additional testing.
Can requests be submitted outside office hours?
Yes. Ticket and email intake is available at any time. Phone and WhatsApp support follows office hours unless a different written arrangement applies.
Are small modifications included?
Four development or configuration hours are included each month for agreed reasonable improvements. Larger new scope is assessed separately.