Support and escalation
Who is responsible for your customers' questions, how you pass a case on to us and what priority support from the Gold level means.
Who helps your customers depends on the route you chose for them. When referring, bhomy is the point of contact; when reselling, you are.
Responsibility
| Situation | First point of contact | What bhomy does |
|---|---|---|
| Referral customer with a question | bhomy, under the terms and conditions | We help directly. If you offer your own support, the customer can also ask you |
| Resale customer with a question | you | Anything you can't solve, you pass on to us |
| Resale customer contacts us directly | bhomy for technical matters, you for contract, price and invoice | We help with the technical side and inform you |
In the Starter plan, our support is available Monday to Friday from 9 am to 6 pm; in the Pro and Individual plans, around the clock. We don't commit to a particular response time.
Passing on a case
You reach partner support by email to support@bhomy.ai. Write from your partner account's address and start the subject with "Partner" and the customer's company name. The more complete the case, the faster the solution. Send us:
- the call ID, or the date, time and number called,
- the agent concerned and the customer account,
- a screenshot of the relevant part, for example from the call history,
- the expected and the actual behaviour,
- what you've already checked, for example with the pages under Common support cases.
Priority support from Gold
From the Gold level, we handle cases you report via partner support with priority. Even then, we don't commit to a particular response or processing time.
Urgent cases
If an agent can't be reached, first check the three most common causes: a billing notice in the customer's dashboard, the agent assigned to the number, and call forwarding at the provider. If it's none of these, mark your case as a fault with all the details above.
Access to customer accounts
When reselling, you manage the customer accounts yourself. When referring, you only access an account if the customer has granted you access. How this works is described under Partner account and partner access.
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