This Service Level Agreement (SLA) support policy aims to clearly define the delivery of support service level that Bitdefender will deliver to Business Customer by describing the processes that are performed when a support case is submitted to Bitdefender support team.
 
Support eligibility
Bitdefender offers standard support services for all its Business Customers in order. When submitting a Support Case, the customer designated contact must provide identification details and a valid Bitdefender Business Product license


•   Free upgrades to the next versions
•   Users with active licenses can benefit from free upgrades to the new product versions
•   Information for corporate users: https://www.bitdefender.vn/business-support/
•   Contact for standard support regarding Bitdefender business solutions:
•   Standard Call Support: 1900 545 525
•   Email: support@bitdefender.vn
•   Basic working time Monday – Friday 8:30-17:30, 24/7 support is extra paid
•   Basic support is free for Bitdefender customers, advanced professional services are extra paid. Available service scopes:
•   Deployment services, policies configurations, technical training
•   OS and network setting to ensure proper GravityZone installation
•   Consulting regarding cybersecurity best practices, including data loss protection, back-up, security audits, anti-phishing tests, PDPA security tools and more
 
Bitdefender provides technical support services for Bitdefender Business Products in Thai, English, Vietnamese language with locally based engineers. Service scope can be found below:
 

1) Up to 15 minutes
2) Dedicated TAM (Technical Account Manager)
3) After prior agreement



*Prices for extra paid services depend on working time or Service Pack selected
 
 
Technical Support Availability (BASIC): Technical Support Priority

Severity: Case Priority Definitions
Due to nature of technical problems all reported cases will be reviewed by support team and then proper priority will be assigned to the ticket.

Case Priority Details:
·       CRITICAL (Priority 1) — the problem results in extremely serious interruptions to a production system. It has affected, or could affect, the entire user community. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system. Data integrity is compromised, and the service request requires immediate processing as the issue can result in financial losses. In a desktop application, whether part of, or independent of a solution, the issue is at risk of creating imminent financial losses due to missing critical project deadlines or deliverables. The customer shall call Bitdefender Support for all critical priority 1 issues.
 
·       URGENT (Priority 2) — the problem results in serious interruptions to normal operations, will negatively impact an enterprise-wide installation, urgent deadlines or at risk. In a production system, important tasks cannot be performed, but the error does not impair essential operations. Processing can continue in a restricted manner, and data integrity may be at risk. In a pre-production environment, the problem hinders deployment of an enterprise installation. In a desktop application, meeting urgent project deadlines that have a financial impact are at risk. The service request requires timely processing, because the malfunction could cause serious interruptions to critical processes or negatively impact business.
 
·       IMPORTANT (Priority 3) — the problem causes interruptions in normal operations. It does not prevent operation of a production system, or there could be minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software. The issue will affect a pilot or proof-of-concept deadline in a development environment. In a desktop application, meeting important project deadlines may be at risk.
 
·       MINOR (Priority 4) — the problem results in minimal or no interruptions to normal operations (no business impact). The issue consists of "how to" questions including issues related to product and integration, installation and configuration inquiries, enhancement requests, or documentation questions.
 
·       HOME USERS — all requested problems by home product users should be treated with the same importance as business clients, however if there are business clients in the queue their cases should be solved in the first place.
 
Exceptions and Limitations
·       Support is provided by Telephone, Email and Ticketing System
·       Non-critical issues are responded to during standard regional business hours.
·       The Hours of support subject above is Mon – Fri 8.30-17.30 is standard, support in different working after prior agreement, 24/7 support is extra paid
·       Onsite support does not include travelling and extra paid out of capital city
 
Support Service requests out of scope
Customer requests not covered by standard support include but are not limited to the following:
·       Disinfection of malware-infected computers, Malware description requests
·       Business Products not functioning as described in the official documentation, due to Bitdefender minimum required specifications not being met
·       Business Products not functioning as described in the official documentation, due to third-party applications
·       Requests related to the function of third-party applications or operating systems
·       Applying third-party patches to operating systems and applications
·       Performance improvements and customer device tuning

Premium Support
Bitdefender gives you a choice of Premium Service Packs. Our support packages are ideally suited to companies that require critical professional services regarding cybersecurity.

Details about Bitdefender’s premium support packages can be found in our offer of Professional Service Packs available by sales@bitdefender.vn