Support & Licensing
Please describe the different support plans/levels offered.
BDB offers three Technical Support program levels to help meet the service needs of all customers.
Standard Support - Standard Support is available during regular BDB business hours. ·
Extended Support - Extended Support enables your organization to avoid or reduce downtime and expedite the value of your investment through accelerated response times and the additional availability of 24 x 7-weekend support for critical P1 issues.
Premium Support - Premium Support provides complete, proactive account care you can rely on. Premium Support provides a comprehensive set of resources, extended availability, and the fastest response time to service issues with 24 x 7 support for P1 and P2 issues.
Please describe the online support communities available.
Yes, BDB online support community is available. The BDB developer network (BDN) is a place to get all your BDB questions answered, users can collaborate with others, and a space to help you get the most out of the BDB Platform. Online Community Link - https://bdn.bdb.ai/index.php
Is technical engineering support included with licensing, please describe.
The technical engineering support will not be extended with standard platform/license support. A separate support contract needs to be finalized covering end-to-end service built on the platform including technical engineering support.
What is included in the Standard Support Services with licensing?
If Customer is current on its payment for its Support Services, BDB shall provide Customer with Support Services consisting of the following:
Web-based submissions of Incidents (as defined below) submitted by up to the number of designated Contacts (as defined below) as specified on the Support Policy.
Major Releases and Minor Releases (as defined below) of the Software.
An online knowledge base of information and solutions that supplements the documentation and provides up-to-date information on the Software.
The provision of guidance and troubleshooting to Customers in connection with questions and issues arising from the following Customer activities for the Platform:
What is Excluded in the Support Services?
The following are excluded from BDB Support Services obligations:
Software that is used on or in conjunction with hardware or software other than as specified in the Product Availability Matrix (PAM).
Altered or modified Software, unless altered or modified by BDB.
Defects in the Software due to accident, hardware malfunction, abuse, or improper use.
Any version of the Software for which Support Services have been discontinued by BDB.
Evaluation Software or other Software provided at no charge.
Any Software sold separately by BDB, including, without limitation, consulting code, unless generally made available to BDB’s customers at no additional charge for the Software/Training, customization, integration, and any issues arising from non-standard usage of the Software.
Any on-site services or remote access services (unless BDB requests remote access to assist BDB in understanding an issue).
How often are new software versions typically released and how many versions back are supported?
BDB releases a Major version every 6 months & Minor or Patch release based on the needs of the customer like some customer has a new connector & we need to support or release then we do it via a patch version.
BDB will be at the 8.0 version on Feb 26, 2023.
BDB is supporting till 5.0 version at present but most of the customers are at 6.0 or later.
All the SaaS customers or Cloud customers are at the 7.6 version.
Please describe the different license types and capabilities of each license type(Admin, data admin, dashboard creator, viewer).
Here is the Price List of each License type (for a Cloud user). A detailed Pricing sheet can be sent with different types of use cases (if required) but the below table gives a high-level idea.
Admin/Data Admin - [At least one for every customer/Tenant on the cloud] - Who can administer for an End Customer? Creation of User Accounts, and managing Security. The user can publish the created Dashboards and Self Service Reports for different users.
Dashboard and Self-Service Creator - A person can create new dashboards and Business Stories & can modify the existing ones and publish them in case Admin gives them access.
Dashboard Creator - A user who can create and modify dashboards using Dashboard Designer
Dashboard and Self Service Viewer - A user who can view both Dashboards and Self Service module.
Dashboard Viewer - A user who can view dashboards but can change filter settings etc. to see their kind of analytics.
Are there other partners that you OEM this software to?
Yes, BDB has OEM this software to many SI's and other Application development companies. But none in the space of Conversational AI or companies like Customer.
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