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FAQ
What does Bambu Support team provide?
Our Support team will be your single-point contact for all projects.
We operate 365 days a year, 24 hours a day, and 7 days a week, covering the full extent of rectifying faults, processing change/service requests, and attending to customer queries and concerns managed by experienced technical support engineers.
Customers with operational issues or technical questions can contact Bambu support and receive predictable response times and personalized support.
Which language does Bambu provide support in?
For now, Bambu primarily provides support in English, but we will respond in your preferred language whenever possible. However, we cannot always guarantee its availability.
How do I contact you ? Homing pigeon? Smoke signals?
Here’s something more straightforward: Access to Bambu support is included with your subscription to Bambu’s products, and we are available for the duration of your support and maintenance contract.
To open a Bambu support case, send an email to: support@bambu.co
For high severity/urgency/importance issues, kindly contact us by calling us at the following number: +65 91718628
How quickly will you fix my issue?
It depends. We factor in the level of functionality that is blocked by the issue and upcoming deadlines to case prioritization. To communicate the issue urgency, relay the appropriate impact level when opening a case and note the circumstances by providing more information. This can expedite the resolution.
To further help and expedite the solution to your issue, we strongly suggest including the following information: screenshots, description of error, logs, and/or solutions or resources already tried.
What level of support does Bambu offer?
The level of Bambu support provided varies by support level. Higher service levels provide progressively more support for the customer use case and application specifics.
TIER 1 – The first job of a Tier-1 specialist is to gather customer’s information and determine the issue they are facing. This is done by analysing the symptoms and figuring out the underlying problem.
TIER II – Tier-2 support levels are more experienced and knowledgeable on a particular product or service denoting advanced technical troubleshooting and analysis methods.
TIER III – This tier only exists in a multiple vendor case. These are integrations that are done with the platform, and coordination/isolation of issues are done at this level to ensure the correct assignment of issues are resolved.
Does Bambu process any personal data?
We do not store and/or process any personal identifiable information in strict compliance with PDPA (Personal Data Protection Act).
What is the workflow for a typical support case?
Open a support case and receive an acknowledgement ticket that will be tracked and managed until your issues/concerns are resolved.
With three registered offices located in different regions and highly qualified support professionals, cases are seamlessly transferred from one support staff member to another. Cases are continually worked on to ensure their rapid resolution
What are the support severity levels (SLAs) and customer commitments?
Bambu support provides a range of targeted response times depending on incident severity to deploy a workaround up until restoration.
Restoration means production use of the supported product has been restored; however, additional incidents may remain, and further troubleshooting and intensive testing may be necessary to complete resolution. This is precisely why we do not guarantee resolution or restoration times at any support level with no signed maintenance and support contract.