Support Services

Created by Elizabeth Whyte, Modified on Tue, 17 Dec, 2024 at 2:28 PM by Elizabeth Whyte

Support Operating Hours

Monday – Friday

9am – 5pm AEST

Excludes Australian and Brisbane Public Holidays

Support Channels

Email	support@billycart.com
Help Centre	support.billycart.com

Request Handling

Request Type	Description	Target Response Time (Business days)
General Enquiry	An enquiry in relation to the service, business or any relevant item that is ’general’ in nature.	1 day
Product Help/How To	A question or enquiry relating to the core product offering. Including how a feature/module may work, if a feature currently exists or a general problem that a user may encounter that isn’t yet classified as an incident.	1 day
Feature Request	A request to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.	1 day
Incident	Referring to an unexpected disruption, services including disaster recovery, data corruption or loss, or a security breach	1 day

Incident priority Levels

Incident Level	Description	Target Response Time (Business hours)
P1	All or Majority of customers impacted and cannot utilize system, multi-service outages, complete outage. Functionality has been impacted longer than allowed outages, SLA’s not met Data exposure, CDR breach, security breach	2 Hours
P2	Critical business functionality significantly impacted, degraded. Functionality has been impacted longer than our allowed outages, internal SLO’s breached. Automated monitoring system not working.	4 Hours
P3	Partial loss of functionality, few customers impacted. Any issues that, if not address, have high chance of becoming P2 or P1 incidents. Non critical functionality stopped, i.e internally communications.	8 hours
P4	Minor issues impacting performance for some customers, but no loss of functionality. Non-critical functionality degraded.	24 hours
P5	Cosmetic issue with product Bugs not impacting use of product

Troubleshooting

It is the responsibility of Billycart support to troubleshoot the issue based on a series of questions to identify the symptoms or a clear description of the issue. Supplying the handling agent with as much relevant information as possible will help with reaching a timely resolution. If an underlying problem exists, the customer will be informed of this at resolution. 

When raising an issue please include: 

Description of issue 
Area of the application 
Extent of the issue I.e. is the issue occurring to more than 1 person? 
Business Impact 
Browser you are accessing the application on i.e. Chrome, Safari, Internet Explorer, Firefox 
Any relevant screenshots and attachments

Resolution

Tickets will be marked as Resolved once a resolution has been delivered by Paypa Plane support or if no response is received after 7 days. The resolution reason will be logged against the ticket. Clients will have a seven-day window of which to respond to a Resolved ticket if they are unhappy with the resolution provided or have further questions regarding the case before it is marked as Closed. Once Closed, a ticket can be re-opened at any time by replying to the closure notification. 

Escalations

To request a formal escalation of a ticket please email support@billycart.com. Include the following ticket information. 

Subject: Formal Escalation {Ticket ID} 
Ticket ID 
Company Name 
Contact Details (Name, email, phone) 
Outline impact and business case for the required escalation

Issues will only be reviewed at an escalation level once they have passed through the appropriate support levels first. Issue escalation should only be executed under exceptional circumstances.

Complaints

If you’re dissatisfied with the product or service we have provided, you can lodge a complaint by sending an email to support@billycart.com.