As an MyBOT customer, you have access to a wide range of resources designed to help you if you experience issues with our products and services. We strive to provide you with excellent support, and we want you to know what to expect when you contact us. You deserve excellent service from the initial contact to the issue resolution. We measure our success by your satisfaction.
Documentation & Videos
When you access MyBOT Support, you can search for help articles on our documentation support or browse through a series of videos available on the website. Both these resources can be accessed from within the MyBOT portal from the controls available in the top header.
If you are not able to find what you’re looking for in our documentation or amidst the Videos, you can always reach out to us for Support. MyBOT provides standard 24 x 7 x 365 coverage on all products for all customers. Write to us at [email protected] with your queries and the MyBOT Support team will be happy to work with you to address your queries or concerns.
Support Best Practices
Before Reporting a Problem
When you contact MyBOT Support, it would be a much smoother process, if you include the below information in the request to Support Email.
Owner Email – This is the email that was used to register with MyBOT
Chatbot Key or Name – When relevant, include the specific Chatbot name or its key where you’re seeing the issue.
Description of the issue to include:
– Application Type: Portal or Chatbot; Cloud or On-Premise
– Capability: Which workflow or capability are you seeing the issue in
– Detailed information on the issue, including expected and actual behavior.
– Steps to reproduce the issue.
– Supporting screenshots, images, or videos
– Service Level Agreement
– The following table defines the targeted initial response and final resolution timelines for our paid customers.
|Priority||Time to Respond *||Target Time to Fix*|
|Blocker (P1)Business critical software component is inoperable or critical interface has failed. Complete system failure which indicates users unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution.||1 hour||4 hours|
|Critical (P2)Any fault in which the functioning of the solution is impaired and causing significant, moderate and/or minimal business impact.||2 hours||5 days|
|Major (P3)A software component is malfunctioning, causing a non-severe impact.||1 day||10 days|
|Minor (P4)· A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is made. Any non-impacting items to service that requires investigations such as questions, customizations, cosmetics, and documentation.||1 day||Next Release|
*MyBOT will make every effort to achieve the target response & resolution time, however, the actual time may vary upon the complexity of the problem encountered and the amount of development, testing & deployment effort needed to fix the problem.