4. Bureau Works Support Request Form

The items below were separated into two categories: "Must have" and "Optional". 

The main objective is to provide the Bureau Works support team with some basic information in order to expedite the testing process and answers. 

In most cases, not having all that information or most of it will not be impeditive to starting the testing and investigation process, but it may slow down the whole process and answers/fixes (when needed). 

In other scenarios, without the basic information, the support team will have to request the details and wait for more information to be shared in order to understand the scenario or issue reported and then start the testing process.

Required information (when applicable)

• Project or task URL (if applicable):
  Ex: https://app.bureauworks.com/projects/abcdefghi
  
• Email (or profile URL) of the user who has reported the issue:
  Ex: agency_linguist@translator.com
• A quick explanation of the issue encountered, and the steps the user took, to reproduce it:
  Ex: When the user clicks on the “Mark as Delivered” button in the Task, the following error message appears on-screen: “XYZ1234”
  
• When did this situation happen initially?
  Ex: This morning and it was still happening when he tried again a few minutes later
  

Optional information (when applicable)

• A screenshot or a quick video (full screen) with the error message (if any)
  Ex: error_message.jpg (image showing the full screen and the error message)
  
• Was it experienced by more than one user?
  Ex: So far only this user reported that error message

5. Bureau Works Support Resolution Form

The goal is to standardize the information we will be sharing with our clients while working on the resolution of their requests.

• Workaround (when applicable)
• Update - We will be providing an update regarding the initial tests and possibly a Resolution time (see below)
• Resolution Turnaround time - After initial analysis and tests, the resolution turnaround time will be provided*
  
  *It depends on the information available, the complexity of the issue, or how quickly it can be identified. In general, with more information, we can narrow down the tests to specific scenarios and speed up this process.

*The granular or specific details about the resolution will be shared only when Bureau Works understands that they are important to illustrate the issue. Other than that, they will be kept as internal information only, since they are only relevant to Bureau Works developers and internal staff.

6. Bureau Works Support - Service Level Policy - SLA

Subject to the terms herein, during the term, the provider agrees that the Bureau Works support team will provide quick answers to our clients according to the SLA, except for outside business hours. 
If the provider does not meet the performance commitment, the licensee will receive the service credit described below.

This SLA states the licensee's sole and exclusive remedy for any failure by the provider to provide support in accordance with the performance commitment.

6.1 Definitions

The following definitions shall apply to the Provider Performance Commitment.

1. "Outside Business Hours" means those times when the provider does not have time coverage, between 4 pm PST to 6 am PST on weekdays only.
2. "Service Credit" means the following:

6.2 Remedies

Within thirty (30) days following the end of each calendar month, the provider will provide the licensee with a report reflecting the monthly average initial response time for the immediately preceding calendar month. The provider shall calculate the applicable service credit, identify the amount in each such report, and include a monetary refund for the applicable service credit with each such report. Except as set forth herein, service credits may not be exchanged for or converted to monetary amounts.

¹Click here to read our Bureau Works SLA (Service Level Policy for SaaS) and there to subscribe to our Status page.

²If any questions were not answered in this article, please don't hesitate to contact our support team at help@bureauworks.com.