Need Help?  We recommend taking a moment to review our Support Plans which offers great tutorials on various functionality within Techberry – IT Support. If you have more specific questions not covered in our documentation, our Techberry Support Agents are available to assist you based on a variety of offered Support plans. 

Support Hours

Techberry Support hours are Monday through Sunday, 6 a.m. – 5 p.m. IST

Holidays observed by Techberry where Support is closed:

             ·         New Year’s Day (observed)

            ·         Martin Luther King, Jr. Day

            ·         President’s Day

            ·         Memorial Day

            ·         Independence Day

             ·         Labor Day

             ·         Veteran’s Day

             ·         Thanksgiving

             ·         Day after Thanksgiving

             ·         Christmas Eve

             ·         Christmas Day (observed)

Techberry Support SLA

The Techberry Support SLA details what is included with MindTouch Support along with the Support process. This document is subject to the Techberry Master Services Agreement (MSA)

How to Contact Support

           ·         Support Portal:  LOG ON to our Support Portal

           ·         Chat: Real Time Chat can be accessed by directly logging into the Support Portal

           ·         Phone: Our On-Call Support Engineers will be available to assist you around the Clock

           ·         Email: support-techberry@outlook.com

How Support Request Will Be Handled

When a Support ticket is filed with Techberry, the ticket will be assigned and responded to within the Initial Response time dictated by the customer’s Support Plan.  Support Agents work within a priority queue based on Support Plan, issue severity, and time of ticket creation.  An issue is deemed to be severe if security is affected or if a user is unable to resolve their site.

If a customer calls into Techberry Support and has phone support included in the Support Plan, a case will be created on their behalf in the Techberry Support Portal. If the question can be answered by the Agent on the phone without requiring additional research/reproduction then the case will be closed in the Support Portal recapping on the solution provided on the phone. If additional attention is required by the Agent to follow up on the Support ticket then the customer can follow the status of the case through the Techberry Support Portal.

Initial Response Time

Initial response times for cases are based upon the Support Plan and are relative to the hours of operation for Techberry Support. Response time for additional correspondence with the customer will vary based on the complexity of the case along with the requirement for additional clarification from the customer. While Techberry Support strives to respond to cases faster than the guaranteed time, this does not denote precedence for a faster response time for future cases or correspondences. Please view the response time according to your Support Plan below:

              ·         Platinum Support – 4 Business Hours

                       ·         Gold Support – 1 Business Day

                       ·         Silver Support – 3 Business Days

                       ·         Basic Support – 3 Business Days

Resolution Time

While Techberry does not guarantee resolution time, we strive to resolve all cases in a fast and efficient manner to ensure customer satisfaction.

Customer Satisfaction Survey

After the resolution of a case the customer will receive a satisfaction survey where the customer can provide feedback on the quality of service that was received on the resolved case. This survey is sent out after every case resolution and is recommended to ensure that Techberry Support is providing a proper response time and answering tickets in an effective manner.