Support: Bamboo Solutions - Web Parts and Solutions for Microsoft® SharePoint®.

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You can expect our support to include:	Support does NOT include:
Problem isolation and identification as related to Bamboo products. Bamboo error message analysis and resolution Bug reporting, fixes and follow up Advice on product issues involving general usage, implementation, licensing, operation, and functionality Unlimited access to our knowledge base, community, forums, usage tips, and useful product information Up-to-date information on current releases, product compatibility, restrictions, enhancements, workarounds, and fixes	Complete installation or step by step assistance for installation of Bamboo products Bamboo does offer deployment services for those services, please contact Sales for assistance Configuration of Bamboo products for specific business use cases Bamboo does offer Guide Services to assist you specifically with configuration, please contact Sales System/SharePoint administration unrelated to Bamboo products Debugging or inspecting non Bamboo web parts or implementations that contain user-written code Support of Bamboo products on non-standard or in system environments that do not meet SharePoint or Bamboo minimum
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Support Services	Trial	Basic	Premium
Severity 1 & 2* initial response goals	n/a	2 business days	4 business hours
Method of contact	My Bamboo Support Portal Only	My Bamboo Support Portal Only	My Bamboo Support Portal + Phone Callback and Live Meeting Availability**
Number of annual incidents	n/a	6	Unlimited
Support hours	8am-6pm EST***	8am-6pm EST***	8am-6pm EST*** "Please ask our sales team about after hours support"
Number of designated support contracts	n/a	2	4
Access to patch releases and bug fixes	n/a	Yes	Yes
Free Major Version Upgrades	n/a	No	Yes

* Severity One (Urgent) A severity one (1) issue is a production problem which may severely impact the client's production SharePoint environment or Bamboo products, systems are down and no procedural work around exists.

Severity Two (Important) A severity two (2) issue is a production issue when service is degraded. While time sensitive, the overall business impact is minimal.

Severity Three (Medium) A severity three (3) issue is a medium-to-low impact problem in which there are issues in the production or other environments which need to be resolved, but are not time sensitive. May also be question about functionality.

Severity Four (Low) A severity four (4) issue is for a general usage question, recommendation or request. There is no impact to production or other environments.

** Bamboo offers outbound phone and remote access assistance to our premium customers on an as-needed basis.

*** Bamboo's official support hours are 8am-6pmEST, however we have a team of support and engineering experts monitoring our help desk system around the clock. Our team of highly qualified engineers in Vietnam can answer many support questions while the US team is sleeping.