On top of our standard service, we offer premium support. Discover all additional options.
24/7 support in English through our application
24/7 callback support in English through our portal
A Service Level Agreement (SLA) with guaranteed initial response time
Discover the best fit for your enterprise.
| Service type: | Standard success (everyone) | Premier success (optional) |
|---|---|---|
| Operating hours: | Business hours | 24/7 |
| Initial response time: | Best effort | Within 2 hours for urgent and 4 hours for high priority |
| Guaranteed SLA? | No | Yes |
| Support channels: | Web, callback | Support Ticket Creation via my.billit.eu + Phone support in English via callback request + Screen share for critical issues |
| Support resources: | Shared | Priority ticket handling |
| Members with support entitlements: | 0 | 5 |
| Workshops: | Shared | 12 hours included |
| Consulting (onsite & remote): | Optional | Included |
| Ticket handling: | Standard | Priority |
If you already have an account, click the orange help button in the platform and send a message to our team.
Reach out via email for all your enquiries.
Your request is possible out of scope if it's mainly about:
If your request is not included, we may recommend next steps to resolve your issue outside of the Success plan.
If you're uncertain if the issue is out of scope, open a ticket and we're happy to help you determine the best way to proceed.
The initial response time guaranteed by the SLA depends on the priority level of the ticket. This means:
Billit guarantees these initial response times, however, our internal target will be set at 30 minutes.
Response time starts when Billit Premier Success sets the priority level of the ticket.
A response does not mean the issue has been resolved.
The workshops explain in detail what e-invoicing is and how you can use Billit in your company. The Premier plan includes 12 hours of workshop time.
During consultancy, our experts discuss your personal needs regarding API calls, questions regarding data processing, setting up your SFTP and much more. Consultancy is included in the Premium plan and optional for Standard plans.
