How Support Works at BuildOps
1. Getting in Touch
You can reach out to us anytime by phone, email, chat. Just let us know what’s going on, and we’ll take it from there.
2. Creating a Support Ticket
If we can't answer your question or resolve your issue in real time, we’ll create a support ticket — basically a tracking number — so we can keep everything organized and follow up efficiently. You will be able to view the status and details of that ticket in your Ticket tab of the Support portal
3. Understanding Your Issue
Our team reviews your request, assigns it a priority, and routes it to the right person or team with the right expertise.
4. Finding a Solution
Our support experts investigate the problem, stay in touch if we need more info, and work on resolving it as quickly as possible.
5. Sharing the Fix
Once we’ve sorted things out, we’ll let you know what we did and make sure you’re satisfied with the outcome.
6. Closing the Ticket
When everything’s settled, we close the ticket and may ask for your feedback to help us improve.
What You Can Expect (Our Service Guarantees)
Prompt Acknowledgment
We’ll confirm we received your request quickly — usually within an hour for urgent issues, and a few hours for less critical ones.
Timely Resolutions
We aim to resolve issues based on their urgency. Critical problems are typically fixed within 4 hours, while less urgent issues might take a few business days.
Clear Escalation Path
If we need more time, we’ll keep you updated and escalate the issue if necessary, so it gets the attention it needs.
Follow-up and Satisfaction
After your issue is resolved, we’ll check in to make sure everything’s working fine and see if you need any more help.
We’re Always Here for You
Our goal is to support you as quickly and smoothly as possible. If you have questions about our process, don’t hesitate to reach out. We appreciate your trust and look forward to helping you!