Support service level agreement (SLA)

Our goal is to resolve issues and answer questions submitted by Bonzai Intranet customers.

When a ticket gets submitted via the Bonzai Intranet Knowledge Base, a member of the Bonzai Intranet support team responds within a timely manner.

We strive to provide a first response within an hour if the ticket is submitted during our business hours, or within the first hour within our support hours if the ticket is submitted outside our business hours.

In most cases, the first response contains the answer or resolution. However, if an issue or question requires additional investigation, our team keeps our customers updated as we work towards a resolution.

Standard support hours:

Monday through Friday 8:00am – 5:00pm Pacific Time, excluding Canadian holidays.

Standard support is provided only for Bonzai Intranet related questions or issues and excludes issues related to SharePoint, other 3rd party applications and customizations applied by the customer without the knowledge of the Bonzai Intranet team.

If customers require additional support to cover non-Bonzai Intranet related topics, an additional support package with a monthly cost may be arranged.