Support
Support That Never Lets You Down
We don't just sell software and walk away. At BNG Infotech, dedicated, personal support is not an add-on — it's the core of how we do business.
“We believe that the true measure of a software company is not what happens on launch day, but what happens on every day after.”
Our support model is designed around three principles: reach us instantly, get a human who understands your industry, and resolve the issue without endless escalations.
One Number. Multiple Lines. Zero Waiting.
Unified Support Helpline
Multi-line hunting system — always answered, never engaged
Choose the Channel That Suits You Best
Different situations call for different communication methods. We've built support across every channel our clients use.
Phone (Multi-Line)
(+91) 81006 41006
Urgent issues, critical outages, billing errors, real-time troubleshooting
+91 80761 12661
Quick queries, screenshot sharing, configuration checks, status updates
support@bng.co.in
Detailed issue reporting, feature requests, documentation, non-urgent queries
Support Portal
mysupport.efacto.io
Ticket logging, status tracking, knowledge base, SLA monitoring, history
Remote Access
Team-based sessions
Screen-sharing and remote desktop support for complex troubleshooting
On-Site Support
Scheduled visits
Implementation assistance, training, infrastructure audits, go-live support
Real People. Real Expertise. Real Accountability.
Every support engineer at BNG Infotech is trained on the specific product they support and the industry it serves.
Tier 1 — Frontline Support
Trained agents handling first-contact queries: login issues, configuration questions, how-to guidance, minor bug reports, and general navigation support. Target: resolve 70% of tickets at first contact.
Tier 2 — Product Specialists
Senior engineers with deep module-level expertise. Handle complex issues: data discrepancies, integration failures, performance tuning, advanced customisation support, and compliance-related queries.
Tier 3 — Engineering Escalation
Core product development team. Engaged for critical bugs, platform-level incidents, security issues, and features requiring code-level fixes. Direct access for Priority 1 issues.
Implementation Consultants
Dedicated consultants who support clients during onboarding, migration, UAT, and go-live — and remain available post-deployment for optimisation and health checks.
Customer Success Managers
Assigned relationship owners who proactively monitor client health, conduct periodic reviews, and ensure clients are getting maximum value from the platform.
Clear Commitments, No Fine Print
Every client receives defined response and resolution targets based on issue severity.
| Priority | Description | First Response | Target Resolution |
|---|---|---|---|
| P1 — Critical | System down, billing halted, data loss risk | < 15 minutes | < 4 hours |
| P2 — High | Major feature broken, workaround exists | < 30 minutes | < 8 hours |
| P3 — Medium | Non-critical bug, performance issue | < 2 hours | < 24 hours |
| P4 — Low | Enhancement request, cosmetic issue, how-to query | < 4 hours | < 48 hours |
From Day One to Go-Live and Beyond
Our structured implementation methodology — refined over 700+ deployments — ensures every project is delivered on time, on budget, and with full user adoption.
Fit & Gap Analysis
We study your current processes, identify gaps, and map them against platform capabilities. This ensures no surprises during deployment.
Configuration & Sample Data Run
Your system is configured to match your business rules, and we run test cycles with sample data to validate every workflow before touching live operations.
Customisation & UAT
Any custom requirements are developed, tested, and presented for User Acceptance Testing. You sign off before we proceed.
User Training & Go-Live
Comprehensive training for all user roles — from cashiers and dispatch operators to CFOs and business owners. We go live only when your team is confident.
Post-Go-Live Support & Optimisation
Dedicated hand-holding for the first 30–90 days after go-live, followed by continuous support and periodic health checks to ensure the system evolves with your business.
Self-Service Support Portal
mysupport.efacto.io
For clients who prefer to track issues digitally, our Support Portal provides a full self-service experience alongside traditional phone and email support.
Visit Support Portal