Supporting Benchling users is a key component of our mission. We are here to help!
This article describes our Support Offerings. You may also review our Success Package Service Description for more information on the expert guidance and support provided through our three Success Packages: Standard, Premier, and Enterprise Premier.
Support Channels
| Help Center |
Help Center |
|
In-app messaging | |
| ACADEMIC | ☑️ | ☑️ | ☑️ | ✖️ |
| STANDARD | ☑️ | ☑️ | ☑️ | ☑️ |
| PREMIER | ☑️ | ☑️ | ☑️ | ☑️ |
|
ENTERPRISE PREMIER |
☑️ | ☑️ | ☑️ | ☑️ |
Response Coverage and Ticket Response Times
Additional information on Service Level Objectives (SLOs) and Service Level Agreements (SLAs), Response Times, Observed Holidays, and Outage or Incident Availability is included in the Success Package Service Description.
|
Response coverage |
High ticket response time |
Normal ticket response time^ |
Outage or incident availability | |
| ACADEMIC | 8x5 | 8 hours SLO | 24 hours SLO | Support via in-application asynchronous messaging, email, and web form |
| STANDARD | 8x5* | 2 hours SLO | 24 hours SLO | Support via in-application asynchronous messaging, email, and web form |
| PREMIER | 24x5** | 1 hour SLA | 8 hours SLA | Standard features plus telephone assistance |
|
ENTERPRISE PREMIER |
24x7*** | 0.5 hour SLA | 4 hours SLA | Standard features plus telephone assistance |
* 8 hours per day (9am-5pm) during a user’s local time zone on weekdays (excluding Saturday and Sunday).
** 24 hours per day, for 5 weekdays (excluding Saturday and Sunday).
*** 24 hours per day, 7 days a week.
^The SLO and SLAs for Normal Tickets will not apply on Observed Holidays.
Ticket Priority
| HIGH | A major component or feature of the Benchling R&D Cloud is not functional, is disrupting or degrading your organization’s normal operations in a production environment, requiring time-sensitive resolution. High tickets may include issues that do not have a work-around and directly impact your end users. |
| NORMAL | Issues, questions, or requests that minimally or do not impact your organization’s normal operations in a production environment. Normal tickets may include issues that have a work-around or occur in test, development, training, and other non-production tenants. |