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BAS-IP / Technical Support Policy

Technical Support Policy

At BAS-IP Technical Support, we aim to assist customers in utilizing our software and hardware  products optimally with responsive help and versatile self-help options. The following services and policies outline what you can expect from your interactions with us.

Support Eligibility

Support covers the following aspects of using BAS-IP products:

  1. Clarification of hardware and software specifications.
  2. Assistance in setting up the operation of our applications and devices.
  3. Preparation of device connection diagrams for customers.
  4. Answering questions regarding the information posted on the wiki.
  5. Acceptance of warranty service requests.
  6. Updating information about software releases for our products.
  7. Training with our support team after you finish with online training.

Please note that we do not perform device setup or install Link (Selfhost) on behalf of our clients. This is done by the client independently. Our support team is available to assist with guidance on specific steps and to help resolve issues if something does not work according to the instructions.

Support is provided exclusively to our distributors and partners who have purchased hardware or software directly from us. 

Support Hours and Contacts

Support working hours: 
Monday to Friday, 7:00 AM to 10:00 PM (GMT+0)

Technical Support Contacts:
Calls in the callback mode (We will call you back within 10 minutes) 
For clients from USA +19142408922
For clients from Canada +14374429559
For clients from UK +442038071441

WhatsApp: 
https://wa.me/message/FXL7UDHEQJZNF1

Telegram: 
https://t.me/bas_ip_international_support_bot

Email:
support@bas-ip.com

Issue Response Time

All requests reported to Technical Support are initially handled by an engineer who works with you to identify and solve your reported request. If the requests cannot be solved by an engineer, he can pass it on to the developers and they will take it into account.

The following table* displays the targets for Average First Response Time and Average Resolution time**:

MetricGoal
Average First Response Time5 mins
Average Resolution time5 hours

*Does not include weekends or other nen-business days.

**Average Resolution time – the amount of time from the moment when the customer first opened a ticket to the moment when this ticket was resolved

The goal for Average Resolution time is based on the nature and severity of the problem. The Technical Support consultant makes every attempt to answer and resolve the issue of the customer who reported within the time goals described in the table.

Resolving Problems

Due to the complex nature of software development and operating environments, BAS-IP cannot guarantee the time that it will take to resolve a problem. We make our best effort to resolve problems as expeditiously as possible.