Bay offers full support for all its products under customer specific support and maintenance agreements. Through these agreements Bay customers' receive regular updates to the products that incorporate:
- Enhancements to Functionality
- Customer Specific Customisations
- Bug fixes
Bay has recently changed the way we receive support items and we now accept all support requests through our online registration system. This process has been created to make it easier to lodge requests while ensuring Bay receives all the necessary information to quickly resolve issues.
If you find an issue with a Bay Product…
Complete the Bay Helpdesk online registration form.
Please be sure to provide as much information as possible. Screen shots are appreciated when logging a request that involves an 'error message'.
What happens once Bay receives the Help Item Registration Form…
The first step is to record the request in Bays support system which will allocate an Item Number. You should receive the Item Number by email within 4 business hours of logging your request.
The item will then be assessed by the Bay team. At times you may be contacted by the helpdesk to supply additional information or assist in perform tests to help narrow the cause of the issue.
Once the cause of the issue is identified, you will be advised on the steps to be taken to resolve your issue. The resolution may involve a support script, a configuration change or in some cases a new release. Time frames on resolution vary upon the severity of the issue.
Once the issue has been resolved, Bay will seek formal acceptance to confirm the issue has been rectified. Once confirmation is received the issue will be closed.
How can I check the status of an issue logged with Bay…
You can either call or email the Bay Helpdesk. When emailing, please include your Item Reference number that will have been supplied to you by email when the issue was raised.
