Partners shall offer:

• Pre-sales Technical Support assistance covering questions related to end-user infrastructure technical assessment and compatibility;
• Pre-sales Support activity, such as but not limited to: technical opportunity identification, technical sales support, on demand demo running, on demand proof of concept delivery, enquiry handling during customer trial period;
• End-user assistance according to recommended Bitdefender guidelines and documentation;
• Technical support assistance provided to clients or resellers/sub-distributors covering but not limited to: product technical configuration settings, malware detection and removal, feature request gathering and reporting;
• Step-by-step Technical support assistance according to Product documentation, Knowledge Base materials and any other information made available by Bitdefender;
• Data gathering for further escalation to Bitdefender Technical Support (Level 2);
• Monthly reporting of the agreed SLAs and the conditions of providing technical support services for his clients;

• Minimum 2 employees certified by Bitdefender for offering Level 1 Support;
• All partner employees offering support have to attend the training sessions in the e-learning portal and pass all the certifications required to become a Level 1 Technical Support Engineer;
• The Level 1 Technical Support Engineer will have to follow the step-by-step support investigation flow according to the Level 1 Troubleshooting Flowchart, acknowledge and use the Bitdefender Product documentation, Bitdefender Knowledge Base Articles and any other information made available by Bitdefender, properly perform data gathering and escalate issues to the Level 2 Technical Support;
• Minimum 2 inbound channels to provide end-user assistance such as: Phone, Chat, Email or Online Contact Form/Platform within business hours;
• E-mail, Customer Relationship Management (CRM application) or ticketing system in place with history recording capabilities and a clear end-user database;

If the Partner fails to meet all the obligations and requirements stated above for offering Level 1 Support, Bitdefender has the right to withdraw the extra margin for support and ask for compensations.

Bitdefender has a special bonus offered for Silver and Gold partners who are staffed and ready to offer technical support to Bitdefender end-customers. The Partners shall provide Level 1 Support for all Bitdefender Products: Home Users Products, Business Solutions and Enterprise Solutions that they releases on the market. If the Partner fails to meet all the obligations and requirements stated above for offering Level 1 Support, Bitdefender has the right to withdraw the extra margin for support and ask for compensations

In order to be able to provide 1st Level of Support to Customers you must meet the following Terms and Conditions:

• For Home Users Products and Business Products click here .
• For xSP Products click here.