Support Response Times
Our Commitment to You
At Bissesar Technologies, we aim to provide an exceptional experience each time you reach out to us for support for your products, services, and subscriptions. To ensure we are able to assist each customer in a timely manner, we have a range of internal protocols, audits, and other measures. These are developed using the most recent data from customer support trends, as well as considering the resources we have.
General Time Frame
We aim to respond to all support requests within 2 business days from when we receive your request or reply to an existing request. It may take longer to receive a response from us in the following situations:
- Support request volume: If the number of support requests we receive in a short time is higher than usual.
- Your issue: If your issue requires us to escalate your ticket/request to another team, our response may depend on the other team’s availability.
- Your support plan: Depending on the support plan you have purchased from us, we may respond in more than the standard time frame, but we will aim to meet any obligations in our SLA.
- Third-party products and services: If your support requests involves getting in touch with a third-party (such as Microsoft, Google, etc.), our response time may depend on when we receive a response from the third-party.
- Availability of support staff: In some cases, we may have fewer support staff working on certain shifts, especially during public holidays or other national events in New Zealand.
- Situations outside our control: We may respond later than usual if we encounter a situation outside our control, such as a strike, environmental disaster, unplanned electricity or internet outage, etc.
We kindly ask all our customers to be patient while awaiting a response from our Support Team.
Time Frames for Critical Issues
Some issues require immediate attention. If your case requires urgent attention and you have an eligible support plan, we aim to respond to your support request immediately or within 10 minutes of receiving your request.
Please refer to your individual Support Agreement for more information on the time frames applicable to your service.
Support Operating Hours
The table below summarises the opening hours of all departments that provide support:
| Department or Category | Channel(s) | Operating Hours |
|---|---|---|
| Accounts/Finance | Email and Phone1 | 0800 to 1700 NZST or NZDT, Business Days Only |
| Sales | Email and Phone1 | 0800 to 1700 NZST or NZDT, Business Days Only |
| Human Resources | 0800 to 1700 NZST or NZDT, Business Days Only | |
| Technical Support | Email, Chat2, Phone1, Help Centre | 24 Hours, all days of the week. |
| SaaS | Email, Chat2, Phone1, Help Centre | 24 Hours, all days of the week. |
| PaaS | Email, Chat2, Phone1, Help Centre | 24 Hours, all days of the week. |
| Other | 0800 to 1700 NZST or NZDT, Business Days Only |
1Available only on select support plans in New Zealand and Australia.
2Available only on select support plans for select services worldwide.
