BizMic Support Policy
Effective Date: January 1, 2026Applicable to: All customers and users of BizMic software and services BizMic (“we,” “us,” or “our”) is committed to providing high-quality technical support to ensure our software products and services operate effectively. This Support Policy describes how our customers can access support, response times, responsibilities, and limitations.
1. Scope of Support
BizMic provides support for:- Installation, configuration, and setup of our software
- Troubleshooting software errors, bugs, or malfunctions
- Guidance on using core features and functionality
- Assistance with account and subscription management
- Custom software development outside the agreed scope
- Third-party software or system issues unrelated to BizMic products
- Misuse, unauthorized modifications, or unsupported integrations
2. Support Channels
You can contact BizMic support through the following channels:| Channel | Availability | Response Time |
|---|---|---|
| Email: [email protected] | 24/7 | Within 24 hours for business inquiries |
| Support Portal: https://care.bizmic.com | 24/7 | Response within 24 hours for standard tickets |
| Phone / Chat +8801722313635 | Business hours: 9AM to 6 PM (GMT+6) | Immediate triage; escalation per severity |
3. Support Levels
a. Standard Support
- For general inquiries, configuration help, and non-critical issues
- Response within 24 business hours
b. Priority / Critical Support
- For production-impacting issues, software downtime, or severe malfunctions
- Response within 4 business hours
- Escalated directly to senior engineers
c. Bug Reporting
- Report software bugs via the Support Portal or email
- Each report will be acknowledged and assigned a priority level
- Fixes will be addressed in upcoming software updates or patches, depending on severity
4. Customer Responsibilities
To ensure effective support, customers agree to:- Provide clear, detailed descriptions of the issue
- Include relevant screenshots, logs, or error messages
- Ensure their environment meets minimum system requirements
- Notify BizMic promptly of any changes or incidents affecting software functionality
5. Service Level Expectations
While BizMic strives to resolve all issues promptly, the following applies:- Initial response times are based on severity (see Section 3)
- Resolution time depends on complexity and customer cooperation
- BizMic cannot guarantee resolution within a fixed timeframe for all issues
6. Software Updates and Patches
BizMic regularly releases software updates, patches, and improvements. Support for:- Current major version: Full support
- Previous major version (within 12 months of release): Limited support
- Versions older than 12 months: Support may be limited; upgrading to the latest version is recommended
7. Exclusions and Limitations
BizMic support does not cover:- Issues caused by third-party software, hardware, or network failures
- Unauthorized modifications or reverse engineering of software
- Misuse or violations of Terms of Usage
8. Escalation Procedure
If an issue is not resolved to your satisfaction:- Contact your assigned support agent or account manager
- If unresolved, request escalation to the Support Manager
- Critical issues may be escalated to senior technical leadership
9. Contact Information
BizMic Support📧 Email: [email protected]
🌐 Support Portal: https://care.bizmic.com
📞 Phone: +8801722313635