Greetings!
BASIS International Ltd. announces the latest BBx Generations & Barista Customer Support Handbook. This update now includes support guidelines for the RAD Barista application development framework. The handbook describes how BASIS USA responds to customer requests for BBx (BBj, PRO/5, and/or Visual PRO/5) and Barista support when BASIS USA is the customer's primary support resource. The range of support tiers is intended to provide you, our customers, with comprehensive support for ALL your BASIS ecosystem needs.
An important aspect of incorporating Barista into the Handbook is that BASIS technical support will be the primary channel for Barista support from BASIS, as it is for BBx. The barista-list will revert to being a community forum group, like the bbj-developer group.
Beyond the basic technical support of the BASIS product stack, BASIS also offers a variety of Professional Services to address a vocalized need in its community. These services range from ad hoc support to formal one-on-one mentoring packaged at a heavily discounted rate. See below for the types of services BASIS can deliver to you and your team.
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The BBx Generations & Barista Customer Support Handbook is intended for customers who purchase and manage their licenses directly with BASIS. Other BASIS customers will continue to receive their technical support from their BASIS distributor or reseller from whom they purchased their BASIS license(s). BASIS channel partners, resellers, distributors, and self-programming end-users benefit from this transparent support document as it maximizes efficiency and better meets support expectations with minimal wasted time and effort.
Discussion Forums
BASIS maintains several online community discussion forums for our customers. Our customers hold a wealth of knowledge and are happy to share it with you. Many of them have been developing in BBx and Barista for years; some have been with us from the beginning in 1985. If you are new to BASIS, we urge you to join one or several of these forums and take advantage of the expertise our customers have to offer. HERE is the Discussion Forums page for your review.
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Information Needed When Contacting BASIS Support
For BASIS to understand and respond appropriately to your needs, each support request must include basic information. This includes, but is not limited to, a description of the problem, the version of the product(s) being used, the run-time environment (Java version and source, OS version, serial number, CUI, BUI, or GUI, and special conditions such as VMWare). Additional details are found in the BBx Generations & Barista Customer Support Handbook.
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Support Tiers
The handbook defines 5-tiers of support ranging from passive or do-it-yourself help such as online documentation (Tier 0) to on-demand support (Tier 4). Each support tier is defined by its stated purpose (what it is and what it is not) and by the commitment BASIS makes to meet our customers’ expectations when they participate in that support tier. The important details are found in the BBx Generations & Barista Customer Support Handbook.
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BASIS Professional Services |
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BASIS offers technical expertise beyond standard product support to its customers via the BASIS Professional Services Group for customers using BASIS products such as PRO/5, Visual PRO/5, or BBj. This may include troubleshooting, consultancy, deployment advice and guidance, application development, and more generally, ad hoc support. The BASIS Professional Services Agreement includes an updated hourly rate addendum and the discounts available when your production license is current on support and maintenance (SAM).
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Ad Hoc Support
When the goal of the interaction is knowledge transfer and assisting or supplementing your skill sets, ad-hoc professional services are appropriate. Billed on a monthly time-and-materials basis, you are in control of the topics and thus are responsible for making the best possible use of the time purchased. The minimum billing time is one hour for any ad-hoc interaction and additional time spent in an interaction beyond the first hour is billed in 15-minute increments thereafter. Support time estimates provided by the BASIS engineer are not guaranteed and it is your responsibility to monitor the hours consumed and guide the ad-hoc work performed by the BASIS engineer.
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BASIS Mentoring Service
This special offering focuses on a specific, customer predefined area of knowledge, in a package of four hours maximum, at a heavily discounted flat rate per topic.
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Application Software Development
BASIS can follow an agile approach, where larger software development projects can be broken down into incremental, deliverable steps. With this type of project, it remains the responsibility of the customer to validate the outcome of each iteration, adjust the documentation, and approve the budget for the next phase or cycle. BASIS can provide, for a time-and-materials fee, an estimate of the anticipated workload, taking into account all of the facts known at that time.
BASIS also offers software development with a fixed contract price. In this type of project, it is a prerequisite that the customer supplies a requirements specification detailing the criteria that are expected in the resulting product.
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TechCon22 BASIS Conference |
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Current registration totals make this conference
the largest in BASIS’s TechCon history!
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What better way to explore all that the latest version of BBx offers than to attend the upcoming virtual technical conference. Your peers have recognized the value and flexibility in TechCon2022 and you too should attend the full schedule, 3-day 12-session conference packed with the latest BASIS technology. The ever-expanding BASIS toolset will be presented making your application development efforts faster and more efficient. The virtual format eliminates the usual expense and hassle of travel and lodging AND if you miss a session you can view recorded versions of the sessions and the Q&A transcriptions at your convenience following the conference - a valuable feature unavailable in in-person TechCons.
Join fellow partners, resellers, and end-users of BASIS technology for three days of inspiring sessions and priceless networking opportunities from May 24-26. It is not too late to register.
HERE are additional conference details and links to registration.
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BBj, BBx, AddonSoftware, and Barista are registered trademarks of BASIS International Ltd. |
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