Technical Support Policy

Guidelines, service scope, and availability hours for our support operations

Support Availability Hours

We provide technical support under standard operating hours (Indian Standard Time - IST):

  • Monday to Friday: 10:00 AM – 8:00 PM IST
  • Saturday: 10:00 AM – 5:00 PM IST
  • Sunday & Indian Holidays: Closed (Except for critical operational incidents)

1. Scope of Standard Support

Standard support covers issues related directly to the core hosting infrastructure:

  • Resolving server offline issues, hypervisor faults, and virtual node crashes.
  • Restoring access to BigBlueButton API endpoints and the Greenlight interface.
  • Troubleshooting recording processing failures or database playback links.
  • Providing integration guidance for supported plugins (Moodle, Canvas).

2. Support Exclusions

We strictly exclude the following services from our standard support scope:

  • Any add-on implementation, custom deployment, or custom implementations.
  • LMS software administration, course content creation, or user enrollment management.
  • End-user training or troubleshooting network conditions for individual meeting participants.
  • Custom code or API integration work beyond providing standard documentation.

Custom deployments and software customization require a separate signed Statement of Work (SOW) or consulting fee agreement.

3. Incident Prioritization & Response

Support tickets are triaged based on severity:

  • Critical: Entire server offline, affecting all live classes. Handled immediately by on-call engineers.
  • High: Specific tools (e.g. recording processing) malfunctioning, or API slowdowns. Responses targeted within business hours.
  • Normal: Configuration questions, link settings, or general advice. Responded to in sequence during business hours.

Support Contacts

Please submit support requests to the appropriate desk:

Technical / Platform Support: info@bigbluebutton.host

Invoices / GST / Payments Support: billing@bymond.com