Using The Tech Support System

When to Submit a Support Ticket

Technical support tickets should be submitted when the product is not behaving as expected — for example, when a feature that should work doesn't, or when the product behaves in a way it shouldn't. The following are not technical support issues:

  • "How do I...?" questions. How-to questions are better addressed through Developer Assistance (DA) or the 15 for Friday program. You can also submit a support ticket to request Developer Assistance, or contact your BP Logix account manager.
  • Documentation errors. Typos or errors in the documentation are not technical support issues.

Submitting a Support Ticket

Submit a support ticket using the BP Logix Technical Support portal. You can also reply to existing tickets by email, though this is less efficient for support agents and may slow response times.

Severity Levels

When submitting a ticket, select the severity level that most accurately describes the impact on your system. Severity levels determine SLA response times and the escalation path.

Production Unusable or Unavailable

Your system is completely down or users cannot access it at all. This severity triggers escalation to Engineering, Services, and Management.

Important This severity level applies only when your entire system is inaccessible. It is not appropriate for issues affecting a specific process or feature. If your system is accessible, do not use this severity level.

Non-Fatal Production Impact

Your system is accessible, but one or more processes cannot be invoked, the system stalls, or objects fail to load. For example, a Process Timeline that won't run and is preventing users from submitting Forms.

Minimal Production Impact

Specific process instances or Form behaviors are incorrect, but most work normally. For example, selecting a particular field value causes unexpected behavior, while other values work correctly.

Informational

Use this severity for all non-production issues, including:

  • Issues on development or staging servers, regardless of how severe they appear. Even a completely unavailable dev or staging server is an Informational ticket.
  • General questions about how the product works. Note that "How do I...?" questions are better directed to Developer Assistance or 15 for Friday.

Enhancement Request

Use this severity to suggest new features or improvements to the product. For example, requesting an expansion of Goal system variables.

Severity Level Guidelines

Selecting an accurate severity level is important. Each severity level imposes an SLA timer that requires BP Logix support to respond within a specific time frame. If that deadline is not met, management is notified.

Important Do not raise the severity of a ticket in order to prompt a faster response on a lower-priority issue. BP Logix reserves the right to reduce severity levels at its discretion.

Tickets that remain without a response will prompt you to follow up after approximately 10 days. If no response is received, the ticket will be marked as Solved. Solved tickets can be re-opened at any time.

Ticket Closure

BP Logix does not manually close tickets. Tickets transition automatically from Solved to Closed status after two weeks. Closed tickets cannot be re-opened; you will need to create a follow-on ticket, which will automatically reference the original.

Adding New Users

To add a new user to the support portal, submit a support ticket with the following information:

  • The user's first and last name.
  • The user's email address.

Once the account is created, the user will receive a Zendesk email with instructions for completing their registration.

Support Portal Resources

The following resources are available on the BP Logix support portal. Most require you to be logged in to Zendesk.

Announcements

The most important announcements appear on the portal home page. A complete list of all announcements is available in the Announcements section.

FAQ

A curated selection of answers to common questions.

Webinars

Webinar schedule, topics, and registration links. Updated regularly.

Downloads

New product versions for on-premise customers, as well as Custom Tasks, utilities, and other resources available to all customers.

Community

The BP Logix community forum is available at https://community.bplogix.com. The forum is a place to ask questions, share ideas and examples, and help other users.