Support
OrangeBit provides a comprehensive and structured support system to assist users, agents, and partners with inquiries, technical issues, or account-related matters. The support framework ensures timely, prioritized, and effective responses while maintaining transparency and accountability.
1. Support Channels
Ticketing System:
Users and agents can submit tickets through the official platform interface. Tickets are tracked, prioritized, and resolved according to urgency.
Email Support:
Direct inquiries can be sent to [email protected] for guidance, issue reporting, or escalation.
Community FAQ & Resources:
Frequently Asked Questions, guides, and tutorials are maintained in official channels and community forums to enable self-service support.
2. Service Level Agreements (SLA)
Support requests are categorized by priority, with defined response times:
P0 – Critical
Platform-wide outage, major security incident, or critical functionality failure affecting all users.
≤ 1 hour
P1 – High
Significant issue impacting multiple users or major feature impairment.
≤ 4 hours
P2 – Medium
Individual user issues, minor bugs, or general inquiries.
≤ 24 hours
P3 – Low
Cosmetic issues, non-urgent questions, or feature requests.
≤ 72 hours
Response time refers to the initial acknowledgment; resolution times may vary depending on complexity.
3. Strategic Objectives
Prioritized Assistance: SLA ensures critical issues receive immediate attention.
Transparency: Ticket tracking and response metrics provide visibility for users and management.
Efficiency: Combining self-service resources and structured support reduces downtime and improves user experience.
Accountability: All interactions are logged for quality control, auditability, and continuous improvement.
OrangeBit’s support framework ensures that all users and agents have reliable, timely, and structured access to assistance, reinforcing trust, engagement, and platform usability.
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