What can I expect from the FBO One support team?

When interacting with the FBO One support team, you can expect the following:

1. Prompt Response: Our support team is committed to responding to your inquiries and issues in a timely manner. We aim to address your concerns as quickly as possible, minimizing any disruption to your operations.

2. Expert Assistance: Our support team consists of knowledgeable professionals who are well-versed in the FBO One system. They have the expertise to provide accurate and relevant guidance to help you navigate through challenges and maximize your usage of the platform.

3. Problem Resolution: Our team will work diligently to resolve any technical issues or difficulties you may encounter. They will troubleshoot problems, provide step-by-step instructions, and offer solutions to ensure a smooth experience with FBO One.

4. Clear Communication: We prioritize effective communication to ensure that you understand the support process and the steps taken to address your concerns. Our team will provide clear and concise explanations, keeping you informed throughout the resolution process.

5. Support Documentation: We maintain comprehensive support documentation, including user guides, FAQs, and tutorials, to assist you in self-help and reference. This resource is available to empower you with the necessary information to resolve common issues independently.

6. Collaboration and Partnership: We see ourselves as partners in your success. Our support team is dedicated to building a collaborative relationship with you, actively listening to your feedback, and incorporating your suggestions for continuous improvement.

Please note that while our support team strives to provide comprehensive assistance, the responsibility for managing your data lies with you as the customer. Our support team will guide you in utilizing the features and functionalities of FBO One effectively, but the ownership of these aspects remains with you the data owners.

This includes the responsibility for maintaining user accounts, master data, product configuration. end user training etc.

Levels of support.

We categorize support requirements into the following tiers. 

• Tier 1 - Self guided support:
  This includes components that are within your control and can be resolved internally through the use of your internal resources, our self-help guides and assistance through chatbots.

• Tier 2 - FBO One baseline support:
  This tier covers general topics related to FBO One and provides baseline support for troubleshooting and assistance to local or centralized key users.
• Tier 3 - FBO One advanced support:
  Advanced support is provided for intricate or specialized queries.
  Complex topics such as airport calculations, and sales taxes may fall under this tier. 
• Tier 4 - FBO One Development team:
  This level of support involves the FBO One development team and primarily addresses new development initiatives and bug fixes.

Response priority.

Our support team is committed to responding to your inquiries and issues in a timely manner. Support tickets will be prioritized based on urgency and topics that are outside customer control.

We aim to address your concerns as quickly as possible with target initial response times as follows:

• 2hrs - Blocking issues i.e system is out of use.
• 4hrs - Urgent issues significantly affecting your work output e.g degraded system performance.
• 1 working day - General questions and bug reporting
• 2 working days - New functionality requests
• 5 working days Report building or changes

Timezone coverage.

We are located across 4 timezones spanning the continents of Africa, Europe and North America.

We strategically allocate our resources to ensure coverage during peak demand hours, which are typically Monday to Friday from 05:00 until 20:00 UTC. During these hours, you can expect our team to respond promptly. However, please note that outside of these times, our initial response times may be slightly slower. Rest assured, we are committed to providing timely assistance and will address your inquiries as soon as possible.