BigChange Support

  • Updated

At BigChange, we're committed to providing you with the highest level of customer service. We understand that every question and concern is unique, and we're here to help you in the best way we can.

 

Support Bot & Live Chat

As we know you love to self-serve, in the first instance,  please try our AI assistant with questions on how to use BigChange.

 

Our Support Bot is available 24/7 to provide instant answers and article suggestions. If you need more detailed help, you can also live chat with one of our expert agents during business hours (9am - 6pm, Monday to Friday). The chat feature is conveniently positioned at the lower right corner of each page and is exclusively accessible to users who are logged in.

 

Submit a Ticket

If you're experiencing issues or have a specific request, the quickest way to get help is to submit a ticket. Our dedicated Support team will be on hand to assist you.

Select Submit a Ticket from the top menu navigation bar and choose the relevant option.

 

We have opted to transition the ticket submission process from the Support Bot to a dedicated form. This can be utilised when you are certain that support is necessary.

 

You have 4 options to select from:

  • Select Report an Issue if a feature or service you have been using has stopped working.
  • Select Request a Change if you want to make a change to your service (e.g., add licenses, additional services, modifications, additional integrations, or customisations).
  • Select Ask a Question if you need some help with a specific task, how to achieve your objectives, or a general enquiry.
  • Select Defit/Refit if you have a Tracker, Cradle or Camera that you would like to be de-fitted and/or re-fitted.

Call Us

Sometimes, a conversation is the best way to get things done. If you prefer to speak directly with our team of experts, we're just a phone call away. You can reach us at 0113 457 1000, option 1.

 

IVR Menu options:

  • Option 1 - Support -for any support related enquiries
  • Option 2 - Sales - for any new Sales related enquiries
  • Option 3 - Finance/Commercial - for billing/invoice related queries
  • Option 4 - Installations - for any tracker/cradle/camera bookings
  • Option 5 - Marketing - for any queries relating to Case studies, Social Media or Advertising requirements

Service Level Objectives (SLOs)

To ensure that our customers receive the best possible support, we have implemented Service Level Objectives (SLOs) for our team. These objectives outline the expected response and resolution times for each priority level of support:

 

Impact Description Priority Acknowledgement / First reply Subsequent Replies Proactive update frequency Resolution Time
System down or major malfunction affecting all users Urgent Within 1 hour (24/7) Within 1 hour (24/7) Within 2 hour (24/7) 4 hours (24/7)
Major functionality is severely impaired, affecting many users High Within 2 business hours Within 2 business hours Within 4 business hours 1 business day
Minor functionality is impaired, affecting some users Normal Within 4 business hours Within 4 business hours Within 3 business days 5 business days
Minimal impact, affecting few users Low Within 8 business hours Within 8 business hours Within 5 business days 10 business days

 

Please note, these are our target times, and we will always strive to resolve your issue as quickly as possible. Qualified system defects fall outside of these SLOs.

 

We're looking forward to assisting you!

 

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