We have two levels of support: BASIC and PREMIUM. While we are available to support you with any difficulties in installing your bot (Installation Help Service” included with Bot Monthly Plan and Bot/Software Lifetime License), after you have got it up and running you may wish to subscribe to our Premium Technical Support Service for ongoing support and more.
WHAT’S INCLUDED IN BASIC AND PREMIUM SUPPORT?
- BASIC SUPPORT (support included in the products/services such as Automated Bots, Betting Softwares, Custom Application, Custom Trigger, UK/IRE Daily Races Service, GTS Services and UK VPS).
For theses products and services we provide a basic level of support through our ticket system or by e-mail within 72 hours and includes the following:
– Answering questions about general features and functions of products and services
– Investigate issue and bugs
Despite the fact that the UK VPS benefits from basic support, as soon as a problem arises, this service is classified as a high priority level.
- PREMIUM SUPPORT (High Priority Level)
Premium support is intended for Betting Bots and Softwares. For theses products and services we provide a High Level of support through our ticket system or by e-mail within 24 hours and includes the following:
1- Get assistance with reported bugs and issues: Technical Team provides proactive assistance to investigate and fix issues related to using bots and getting the most value out of their functionalities (by e-mail, support ticket or Teamviewer).
2- Availability of our Technical Team to answer specific questions about the features and functionality of the Bots/Softwares.
3- Provide some guidance on the way the bots are designed.
4- Answer questions about third party assets or functionality (e.g. betting assistant) bundled with bots, such as how they work and other technical questions.
ESTIMATED RESPONSE TIME (Basic and Premium support)
We aim to respond to new tickets within 24 support hours for Premium Support and within 72 support hours for Basic Support. Please note this is only an estimate and our actual response times may vary depending on support load and we may well take longer to respond to more advanced or technical queries.
Be advised, UK VPS has support as priority number one.
– Basic Support hours are between 10 am and 6 pm (UK Time) Monday – Friday.
– Premium Support hours are between 9 am and 9 pm (UK Time) Monday – Sunday.
– UK VPS enjoy a continue support Monday to Sunday 24/7.