Case management process

Request support

The high efficiency of Balasys technical support is based on the cooperation of system manufacturers and product developers. Our customers can submit their requests either via the online Balasys Support system or by phone. For Severity Level 1 (critical) problems, telephone reporting is recommended.

Our experienced system engineers will receive the report and check the contact details, the validity of the Support Agreement and the Electronic License Key, the software versions and certain other related issues. In our system, each report has a unique case identifier that we provide to our clients at the time of filing.

When reporting Severity Level 1, to more accurately determine the severity level our engineers will ask the client to report on the impact of the existing technical problem on their business operations. The method of determining the seriousness of cases takes into account the impact of the case on both the technical field and business operations. Determining the severity category is essential, as this will help Balasys assign technical resources to cases in line with the appropriate priorities.

Balasys product support contact details:
https://support.balasys.hu
+36-1-646- 4740

Prioritize support issues

Balasys employs a multi-layered case management process to respond quickly and effectively resolve customer issues. The process is determined by both the severity of the report and the support package purchased, according to the table below:

Management and closure of support cases

Based on the information gathered during the technical investigation of the reported issue, the next task of Balasys Technical Support is to develop a workaround, which could be a temporary repair, a configuration change, or an action plan to resolve the issue.

If a bridging solution cannot be identified in the first round, the investigations will continue and further analysis and testing activities may be required. Once a bridging solution is developed, Balasys Technical Support reduces the severity level assigned to the customer’s case. A bridging solution to a customer’s problem can even become a final solution confirmed by the customer, which means that the case can be closed.

If the workaround does not resolve the customer’s problem, Balasys Technical Support will continue to investigate until a case-by-case solution is found and worked out for the customer. This can be an engineering release of the product or a new product revision that includes a fix to the technical problem.

Escalation procedure

1. If a customer has concerns about an open support case, they can request an increase in the severity of the problem at any time. To do so, it is necessary to provide the unique identification number of the case in question and the reason for the escalation.

2. Following the escalation request, the responsible manager evaluates the case and the situation, determining the range of resources to be used to resolve the case. This is usually a specialist who has significant experience in resolving issues of a similar type to the technical support issue reported by the customer.

3. The responsible manager may initiate conference calls and other types of communication as necessary for the following purposes:

   • To develop an action plan to remedy the error
   • To coordinate communication methods (email, telephone, conference call, web-ex conference, etc.)
   • To coordinate the frequency of communication
   • To coordinate the range of participants in the above events

The escalation level of the client's case may be reduced if the severity of their technical problem decreases or if the client or their official technical contact does not participate in the above activities.