Support Policy

DATE OF LAST UPDATE: 18 March, 2022

This Support Policy  (this “Policy”) is a legal contract between (“you” or “your”), to receive Support Services from Beehexa Corp, registered address 428 Dien Bien Phu, Ward 11, District 10, Ho Chi Minh City, Vietnam  (“Beehexa” or the “COMPANY”). 

Beehexa receives support request via email sent to [email protected] or [email protected]

Service Level Agreements (SLAs)

Beehexa Support works with Severity Levels based on the impact of a given issue to the business of the customer. Severity levels of Support Tickets are chosen by the customers upon opening of the ticket and should reflect the business impact of the issue, according to the definition below. Beehexa Support reserves the right to reasonably question customers on the chosen severity level and to downgrade said severity as the support ticket progresses.

SeverityDescription
Urgent (highest)Complete loss of service or a significant feature that is completely unavailable and no workaround exists. It does not include development issues or problems in staging environments.
HighPartial loss of service with severe impact on the business and no workaround exists.
NormalMinor loss of service. The result is an inconvenience, which may require a temporary workaround.
Low (lowest)No loss of service. The result does not prevent the operation of the software.

Beehexa support will provide the first response to your Support Ticket according to the table below.

SeverityLevel 1Level 2Level 3
All customersCustomers at Professional Level
Urgent (highest)4 business hours2 business hours2 hours1 hour
High8 business hours4 business hours4 hours2 hours
Normal2 business days
Low5 business days

After the first response, Beehexa Support will work on each ticket according to its current severity towards resolution. Depending on the Customer’s support level, Beehexa will, whenever possible, endeavor to provide the following:

SeverityLevel 1Level 2Level 3
Urgent (highest)Continuous work during customer’s business hours
Status updates twice every business day 
Continuous work 24×7
Status updates according to first response time
HighDaily status updates by end of business Status updates every 8 hours
NormalStatus updates every 2 weeks
Low (lowest)Status updates every 4 weeks

Definitions used in this Policy

You’ll see the word “services” a lot throughout this Policy. That refers to all websites owned or operated by Beehexa, and any related websites, sub-domains and pages, as well as any cloud services operated by Beehexa. We can name some of these services: 

  • HexaSync Integration Platform (app.hexasync.com)
  • Beehexa Partner Portal (partner.beehexa.com)
  • Beehexa Websites (www.beehexa.com, hexasync.vn, docs.hexasync.com)

List of Downloadable Versions