Support When You Need It

At BigMachines, we understand that expert customer support is one of the most critical factors for successful deployment of any new business solution. BigMachines Customer Support is dedicated to helping you increase user productivity and satisfaction, and maximize the benefits you achieve with BigMachines solutions.

Best-in-class Support Program to
Extend Your Software Investment.

Our multi-faceted support program extends your software investments through open, online access to customer-shared and industry-leading best-practices, BigMachines product tools and support information, and a collaborative network of customers.

BigMachines includes support as part of your subscription services. Support is designed to boost your success by helping you quickly resolve any questions and issues, in addition to sharing best practices across the BigMachines customer community.

Share Best Practices Across the BigMachines Community.

Login to the BigMachines Support Center for All of Your Support Needs.

A key component of our customer support program is the BigMachines online Support Center, providing you with a single point of entry to a repository of support information and tools, as well as an interactive community to share best practices and drive innovation in product design and development.

The online Support Center includes innovative, web-based community applications including My BigIdea, an interactive forum where customers can submit their own ideas for product enhancements. Using My BigIdea, other customers can view the suggestions, add their own comments, and vote on the ideas they would like to see implemented. Your input is valuable to us and is closely monitored.

BigMachines' Product Management team reviews these ideas as they plan and prioritize product roadmaps.

Base Customer Support Includes the Following:

  • Multichannel customer service: Web, email, and phone support
  • Online helpdesk for case management
  • Online customer collaboration tools to share ideas within the customer community and directly with BigMachines staff
  • Around-the-clock access to an online, searchable forum with answers to the most commonly asked questions
  • Live phone support for regular issues, 12 hours per day, 5 days per week (excluding holidays)
  • 24x7x365 email and phone support for critical issues such as system downtime with staff on-call
  • No limit on the number of cases that can be submitted

Premier Customer Support includes Base Customer Support services plus:

  • Named account representative
  • Guaranteed 2 hour response for regular issues during our normal business hours
  • Customized account dashboards (including site transaction counts and support case history)
  • Site utilization and monitoring statistics

In addition, BigMachines provides ongoing services after implementation including performance optimization, adoption, marketing, technology upgrades, and training. BigMachines helps customers drive benefits from their BigMachines implementation by tracking user adoption, measuring value attained versus project goals, and by identifying new improvement opportunities. BigMachines also helps to drive process change and user adoption by co-developing a communication and training plan for internal users, channel partners, and customers.

Customer Success Management Team

BigMachines’ Customer Success Management team is responsible for proactive communication to customers, sharing best practices, and ensuring that BigMachines customers achieve full adoption and value. Additionally, BigMachines offers Customer Success Forums throughout the year to ensure customers are up-to-speed with the latest innovations.

Customer Support for Upgrades and New Releases

BigMachines delivers new product releases every four to six months. These new releases incorporate our customers’ ongoing enhancement requests and leverage the latest web technologies to continually improve the features and performance of our solution. Continuous feedback from the growing BigMachines community is vital to our ability to release new features which drive value for our customers.

For each release, we will provide you the following information:

  • Release announcements highlighting major new features and benefits
  • Detailed release notes for system administrators explaining the new capabilities in detail
  • Webinars to train all interested customers on new features and benefits
  • Services to help our professional and enterprise-level customers plan their upgrade timing and thoroughly test new capabilities prior to implementing on their production site

For more information, view our online support policy.