Fault fixing
Diagnosing and fixing automations that do not fire, notifications that do not arrive, integrations that break.
Services
Someone to call when you get stuck
Things keep changing after setup: new products, new people, new processes. A support plan lets you make those changes without opening a project each time.
At a glance
- Fault fixing
- Configuration changes
- User management
- Channel maintenance
- Regular review
What happens without support?
In companies that take no support after setup we see a repeating pattern:
- A small change needs doing and nobody is available; the work waits for months
- The person who built the portal leaves and nobody knows how it works
- A new product or process is added, the pipeline breaks and the reports go wrong
- An automation rule fails somewhere and nobody notices
- New Bitrix24 features are never switched on; the licence is underused
What does support cover?
Plan contents are agreed around your needs; the below is the standard scope.
Configuration changes
New stages, new fields, changed permissions, updated automation rules.
User management
Adding new employees, handing over a leaver's records, changing roles.
Channel maintenance
Monitoring WhatsApp, telephony and email connections and restoring them when they drop.
Regular review
Periodic review of usage and configuration with improvement recommendations.
Enabling new features
Switching on the Bitrix24 features that suit your setup as they are released.
Requests are raised in your portal and do not get lost
We prefer to take requests through the support channel in your Bitrix24 portal rather than by email or phone. The reason is simple: there the request becomes a record, it is assigned automatically and the SLA timer starts.
That way you can see where a request stands and we can see which topics keep recurring. A recurring request usually points to a configuration that needs fixing.
- Requests become records; nobody has to chase them
- Past requests are searchable; the same problem is not solved twice from scratch
- A phone line stays open for urgent outages
Prioritised by urgency
Not every request is equal. The sales team being unable to log in and a report column needing reordering cannot sit in the same queue.
We split requests into critical, high and normal. Critical ones: the system being unusable, channels dropping, data access problems; come before everything else.
- Critical: the system is unusable or a channel has dropped
- High: a process is impaired but there is a workaround
- Normal: improvements, adjustments, new requests
Support means improvement
We do not treat a support plan as a number you call when something breaks. At regular intervals we look at your portal: which fields never get filled, which automations never fire, which modules sit unused.
That review usually surfaces losses nobody had noticed; a rule that stopped working, a deduplication set up wrongly, a report nobody reads.
- Spotting unused modules
- Finding automation rules that no longer fire
- Checking data quality
- Reviewing how the licence is being used
How requests are prioritised
Exact response times are set in the support contract; this table shows the logic.
| Priority | When | Example |
|---|---|---|
| Critical | The system is unusable, work has stopped | Nobody can log into the CRM, the WhatsApp channel has dropped |
| High | A process is impaired but there is a workaround | An automation does not fire, a report shows wrong data |
| Normal | An adjustment or a new request | Adding a stage, changing a field, adding a user |
| Planned | Work scheduled into the calendar | Rolling out a new module, a periodic review |
How would this work in your process?
In a free 30-minute call we listen to your workflow and map out how this would run in your company.
How the support process works
Traceable from the moment a request is raised to the moment it closes.
- 01
Request raised
From the support channel in your portal; by phone if urgent.
- 02
Prioritised
Queued by urgency, critical requests move to the front.
- 03
Resolved
The team works on it, with a screen share where that helps.
- 04
Verified and closed
Closed on your confirmation, with the change recorded.
What a support plan gives you
- Support with a defined response time, in your language
- An in-portal support channel with traceable request records
- A phone line for urgent outages
- Configuration changes and user management
- Monitoring and maintenance of channel connections
- A periodic review report with improvement recommendations
Features
Related features
The modules we most often roll out alongside this one; they reinforce each other in the same setup.
Service Requests
Whichever channel a service request arrives through, it should land in the same queue with an owner and a deadline. That is exactly how we configure the Bitrix24 Contact Center.
Access Management
Access management is more than a password policy: permissions, audit trails and retention are designed together. We map Bitrix24's role-based model onto how your company actually works.
Automation Robots
If a rep's day goes to logging records, setting reminders and retyping the same email, that is revenue leaking. We move that work to robots and give your team back the conversations.
Team Performance
A performance conversation should start from data both sides accept. We configure Bitrix24's task reports, workload charts and efficiency scores around the way your company actually works.
Other services
Bitrix24 Setup
Opening a Bitrix24 account takes five minutes. The real work is getting your sales process correctly placed inside that account; that is what we mean by setup.
Bitrix24 Training
We design training as the team doing their own work on their own screen, not as a generic product tour. No slide deck, everyone opens their own record.
Customisation
Bitrix24's standard structure is enough for most companies. Where it is not, we look at configuration before code; unnecessary development becomes a maintenance burden later.
Frequently Asked Questions
Can we get help without a support plan?
Yes, we offer hourly work. For companies with regular needs a plan usually works out cheaper and puts you higher in the queue.
What is your response time?
It depends on the priority of the request and is set out in the contract. Critical requests, the system being unusable; come before everything else. Normal requests arriving in working hours are picked up the same business day.
Someone else did our setup; will you support it?
Yes. We review the portal first to understand the existing configuration. If the review turns up things that should be fixed we share them in priority order; support starts after that.
How is this different from Bitrix24's own support?
Bitrix24's support deals with the product itself. Because we know your setup, your processes and your data, we can also answer configuration questions like "why does this field stay empty" or "why does this rule not fire"; and we are in your time zone.
Is there out-of-hours support?
Customers on a support plan have an emergency line outside working hours. Its scope and conditions are defined in the contract.
Let's configure this around your business
Book a free intro call and we'll walk through your process and show which settings fit you.