Support Bundles
Contacting service representatives can be time-consuming and require significant effort. Furthermore, there are instances where your issues cannot simply be resolved through a phone call or a simple chat conversation. Say goodbye to service support frustrations and embrace the dependable protection of Bitdefender Support Bundles. Enjoy swift expert assistance, prompt responses, and effortless ticket submission for efficient cybersecurity support. Trust in our dedicated team to keep your business secure with our long-time availability, on-site technical support, dedicated emergency hotline, and more!
Refer to the infographics below for a comprehensive breakdown of our support features.
| Benefits | Standard Support (Free) | Essential Support (Paid) | Business Support (Paid) | Premium Support (Paid) |
|---|---|---|---|---|
| Complimentary for all Bitdefender business customers | For small and growing businesses | For SMB or larger organizations with higher support expectations | For larger organizations with complex environments and immediate support needs | |
| Support Type | Email, Chat, Phone | Email, Chat, Phone | Email, Chat, Phone | Email, Chat, Phone |
| Remote Access/Screen Sharing Sessions | Not included | Included | Included | Included |
| Response Time: Critical or Serious Severity* | Best Effort | 2 Hours | 2 Hours | 2 Hours |
| Response Time: Common Severity* | Best Effort | 4 Hours | 4 Hours | 4 Hours |
| Support Availability |
Business Hours Only (8 AM to 5 PM, M-F) |
Business Hours Only (8 AM to 5 PM, M-F) |
Business Hours Only (8 AM to 5 PM, M-F) |
24 x 7 x 365 |
| Caller Entry Point |
Reseller Level (Bitdefender Provider) |
Distributor level (IPSYSTEMS Engineer) |
Distributor level (IPSYSTEMS Engineer) |
Distributor level (IPSYSTEMS Engineer) |
| Customer Contact | Limited to 1 contact | Unlimited | Unlimited | Unlimited |
| Number of Tickets per month | Limited to 3 tickets | Limited to 10 Tickets | Unlimited | Unlimited |
| Bundled with FREE 1 year TeamViewer Business License | Yes | Yes | Yes | |
| Product Health Check | Quarterly Onsite Health Check | Monthly Onsite Health Check | ||
|
On-Site Technical Support (Greater Metro Manila Area) |
During Critical severity situations only as defined by this document and SLA agreement ​ | During Critical severity situations only as defined by this document and SLA agreement | ||
| Support Case Ownership | Senior Support Engineer | Senior Support Engineer | ||
| Cybersecurity Awareness Training for Employees | 1 Day Session (Virtual) | 2 Days Session (Virtual) | ||
| Bundled with FREE Vulnerability Assessment Scanning for Firewall. | Yes | Yes | ||
| Emergency Hotline | Yes |
Severity Level
Here is a graphical representation of how Bitdefender Technical Experts categorize and prioritize issues based on their impact and urgency. It classifies problems into different severity levels, with Severity 3 representing low-risk issues and Severity 1 indicating critical issues.
Why Choose Bitdefender Service Bundles ​
Bitdefender Service Bundles is a comprehensive solution that extends a helping hand to meet clients' diverse needs and requirements. From installation, maintenance, to support, these services are guaranteed to be provided by Bitdefender's technical experts, offering a holistic approach that ensures hassle-free and reliable cybersecurity protection.
