Service and Support
When systems aren’t running smoothly or questions arise, you need fast, expert support – not just a ticketing system.
Our support team is there whenever something isn’t running smoothly with the systems we manage for you. We assist you with configuration changes, expert advice, and a ticketing system with agreed response times – based on an annual allocation of support hours that can be flexibly adapted to your needs.
Need support right now? Submit a ticket directly.
Submit a support ticketWhy brix for Service and Support
Looking beyond the tool
Most vendors include support in their offerings. So why involve us as an additional support partner?
As your implementation partner, we understand the bigger picture and look beyond the individual tool:
- People and roles: Who works with the system day to day and what they are responsible for.
- System landscape: How the tool interacts with your other systems.
- End-to-end processes: The entire workflow, not just the part covered by the tool.
Moreover, we bring experience from numerous customer projects, a broad partner network and hands-on expertise in integrations, migrations, onboarding and continuous development.
Full service from a single partner
That’s why you get the full-service package from us – combining business and technical expertise – so your systems are back up and running quickly, without giving you sleepless nights.
Support Subscription Sizes, Upgrades & Flexibility
Our support subscriptions are available in different sizes. If your allocated hours are used up sooner than expected, you can upgrade your subscription at any time. And here’s the key benefit: the lower hourly rate of the next larger package is applied retroactively to the hours you have already used – not just to the additional hours you purchase. You can also exceed your agreed allocation by up to 15% at no additional cost.
Example: A customer purchases 50 hours and uses them up earlier than expected. When upgrading to the 100-hour package with its lower hourly rate, that lower rate is applied retroactively to the 50 hours already used. This means the customer benefits from the lower rate for all hours rather than paying two different rates.
Which Subscription Fits Your System Landscape?
How a Support Request Works
- Submit your request: Send your support request by email to «support@brix.ch» or directly via the ticketing system at support.brix.ch (one-time registration required).
- Automatic confirmation: You will immediately receive an automated ticket confirmation.
- Processing according to the SLA: We handle support through our ticketing system to ensure that the agreed SLAs are met and that your request is processed in a transparent and traceable way.
- Stay on top of your tickets: The ticketing system gives you an up-to-date overview of open and resolved tickets at all times – including across your entire company and all users involved.
This makes it easy to submit, track and resolve your requests without unnecessary detours.
Frequently Asked Questions About Service & Support
Your subscription covers configuration changes, support for all kinds of questions and consulting for advanced functionality. Services are billed against an annual allocation of support hours, with detailed, minute-by-minute reporting available in the customer portal.
Subscriptions are available in various sizes, starting from 10 hours per year, and can be upgraded at any time if your allocation is used up sooner than expected. When upgrading, the lower hourly rate of the next larger package is also applied retroactively to the hours you have already used.
You can exceed the agreed Service and Support allocation by up to 15% at no additional cost. If you exceed it by more than 15%, the additional hours are billed at a predefined hourly rate. If it becomes clear that you will need more hours, you can upgrade your subscription during the contract period.
Your support subscription is primarily an SLA, not a bank of hours to accumulate. Unused hours expire at the end of the subscription period and are only carried over to the next period in exceptional cases. In return, you can exceed your allocation by up to 15% at no additional cost.
Yes. We monitor your services around the clock. If an incident occurs, we respond even outside regular office hours. Shorter intervention times and extended support hours can also be added for an additional fee.
Email support@brix.ch or submit your request directly through the ticketing system (support.brix.ch). You will receive an automated confirmation immediately after submitting your request.
The ticketing system (support.brix.ch) lets you check the status of your open and resolved tickets at any time – including company-wide visibility when multiple people within your organization submit requests.