Contacting Support
You can reach Bpanda Support by e-mail at support@bpanda.com, Monday to Friday from 9 a.m. to 5 p.m. What belongs in a problem report so that it is resolved quickly.
For questions about your Process Space, such as roles, processes or the organization, the BPM Managers are your first point of contact. You will find them in the Support menu under Contact. Write to Bpanda Support when Bpanda is not working as it should: in the case of error messages, malfunctions or if you cannot log in.
How to reach Support
- E-mail: support@bpanda.com
- Available: Monday to Friday from 9 a.m. to 5 p.m. (German time)
First: check the system status
The Bpanda Status status page shows whether Bpanda is currently experiencing a malfunction or is under maintenance. If a malfunction is listed there, it is already known.
Bpanda also announces planned maintenance work with a note directly below the header area, e.g. “Planned maintenance work today, … between … and …”.
What belongs in a problem report
The more complete your report is, the fewer follow-up questions Support needs to ask. With Send Error Report from the error banner, see below, the version, the Process Space, the page, the time, the browser, the error message and the technical details are already in the e-mail; all you then need to add is what you were trying to do, the steps and a screenshot. Without an error report, it is best to state:
- What you were trying to do and what happened instead
- The steps that reproduce the problem, or a note that it only occurred once
- Where: the address of the page from the browser’s address bar, the Process Space and, if applicable, the process
- When: date and time
- The exact wording of the error message, including a code such as “(Code: S04)”
- The technical details from the error banner, see below
- The version of Bpanda from System Info, see What the system information is for
- Browser and operating system
- a screenshot, if it shows the problem
Sending an error report from the error banner
If Bpanda reports an error, a red error banner appears at the top center. It remains in place until you remove it with Close.
If the banner contains technical details, Show More is displayed next to Close. Clicking it expands the details, Show Less collapses them again. Below the expanded details is Send Error Report. Clicking it opens a message to support@bpanda.com in your e-mail program with the subject “Bpanda Error Report” and the name of your Process Space. The message already contains the system information with version, Process Space, page, browser and time, plus the error message and the technical details; Bpanda shortens very long details and marks the shortening with “[…]”. Leave the system information in place, describe at the end of the message what you did before the error occurred, attach a screenshot if required and send the message. If no e-mail program opens, select the details, copy them and paste them into an e-mail to Support. They show Support at which point the error occurred.
See also: Technical Documentation for your company’s IT department, FAQs, Support