Business impact
Explain who is affected, which task is blocked or degraded, when it started, and whether a workaround exists. Say clearly if work has stopped.
Useful requests
Give the support team enough context to reproduce the problem.
A screenshot without the affected record, role, action, expected result, actual result, timing, and business impact often creates another round of questions. A structured request shortens that loop. Never send passwords, and keep personal and financial data out of the request unless the team asks for it.
How a request is handled
Make ownership and the next update visible.
Every request follows these four steps, and you receive a reply by email at each change.
- 01Customer requester
Submit usable context
Name the affected workflow, role, record reference, timing, impact, expected behavior, actual behavior, and safe evidence.
- 02Support team
Triage and assign
Check scope and urgency, request missing information, assign an owner, and tell the requester what happens next.
- 03Assigned specialist
Investigate and communicate
Trace the documented workflow, configuration, data, access, or adaptation involved and communicate verified findings.
- 04Customer and team
Verify and close
Confirm the outcome, record remaining work, separate fixes from change requests, and close the request.
Response targets are objectives, not contractual commitments. Binding response times apply only where a separate Service Level Agreement has been signed.
Before contacting the team
Prepare the facts that determine priority and ownership.
The request should be specific enough to route without exposing information that is not needed.
Reproduction context
Add the role, page or workflow, record number, steps, expected result, actual result, and how often it happens.
Evidence and changes
Attach screenshots with personal data hidden where possible, and note recent changes to configuration, permissions, data, or the browser.
Product support versus service management
Keep the support relationship separate from the Services module.
BusinessIntents includes service-ticket functionality that customers use in their own operations. That product capability is not the channel for support from BusinessIntents.
Customer service workflows
The Services module supports requester conversations, internal notes, assignment, information requests, resolution, and documented escalation behavior.
Review the Services featureStep-by-step product guide
The use-case guide shows how a customer team can work its own support ticket from registration through resolution.
Review the ticket use caseBusinessIntents assistance
Help from BusinessIntents to its customers goes through office@codbex.com, as described on this page.
Support policy
Channels, hours, targets, and boundaries.
This is how support works today. Where a signed Order or Service Level Agreement says otherwise, that document applies.
Channels and identity
Support is provided by email at office@codbex.com; it is the only official support channel. Write from the email address you use in BusinessIntents and include your company name, so the team can identify your organization.
Coverage and languages
Monday to Friday, 9:00–18:00 Sofia time (EET/EEST), except Bulgarian public holidays. Support is provided in English and Bulgarian. Requests received outside these hours are handled on the next working day.
Priority and severity
Two priorities. Work stopped: BusinessIntents is unavailable, or a workflow your team depends on cannot be completed and there is no workaround. Normal: everything else, including defects with a workaround and usage questions. Say in the request if work has stopped; the team may reclassify it after triage.
Response and update targets
Target first response: within the same working day when work has stopped, and within one working day for normal requests, counted within working hours. These are objectives, not commitments; binding times apply only under a separate Service Level Agreement.
Urgent issues and escalation
Mark an urgent request “Work stopped” in the subject line. It is handled first during working hours, and the team keeps you updated by email until work can continue. There is no out-of-hours on-call service unless it has been agreed in a Service Level Agreement.
Plan inclusions
Free Demo: questions are answered when possible. Standard: usage questions and defect fixes are included. Custom: training, configuration by the team, data migration, adaptations, and integrations, on an agreed scope and quotation.
Data handling and access
Never send passwords; the team will never ask for them. Send personal or financial data only when the team asks for it, and only as much as is needed. Authorized codbex personnel access your data only to provide the support you requested, and their actions are logged.
Fixes, guidance, and change requests
Defects in the standard product are fixed at no charge and arrive through product updates that are applied automatically. Usage questions are answered as guidance. Requests for new functionality, adaptations, or data corrections beyond a defect are scoped and quoted as Custom work.
Closure and reporting
The team closes a request once you confirm the outcome, or when it has had no reply for a reasonable period after the answer. Reply to the same email thread to reopen it. Security incidents are reported as described on the Security page.
Adoption support
Connect assistance to the rollout and the product guides.
Implementation and migration define earlier responsibilities; the guides help requesters identify the exact workflow or record involved.
Rollout hub
Implementation
Plan ownership, configuration, testing, training, launch, and assistance.
Open page →Data transitionMigration
Define source data, preparation, transfer, validation, and cutover.
Open page →Product guidesFlow Guides
Locate the documented roles, steps, decisions, and resulting records.
Open page →TrustTrust Center
Review security, privacy, hosting, and incident handling.
Open page →Support questions
Short answers about support.
Can customers on every plan contact BusinessIntents?
Yes. Customers using Free Demo, Standard, or a Custom scope can contact the team for assistance.
Is assistance available in English and Bulgarian?
Yes. BusinessIntents assistance is available in both languages.
What are the support hours and response times?
Monday to Friday, 9:00–18:00 Sofia time, except Bulgarian public holidays. Our target is a first response within one working day, and within the same working day when work has stopped. These are targets; binding times apply only under a separate Service Level Agreement.
What should not be sent by ordinary email?
Passwords, access keys, and verification codes, ever. Also avoid full exports, payroll data, and other personal or financial data unless the team asks for them; hide personal data in screenshots where possible. If a larger file is needed, the team agrees a transfer route with you.
Prepare the request
Send the workflow, impact, and safe evidence, not only the symptom.
That context helps the team identify the right owner and distinguish product guidance from migration, implementation, or adaptation work.
Send support requests to office@codbex.com from the email address you use in BusinessIntents, and include your company name. Security incidents and vulnerabilities go to privacy@codbex.com.