In the world of ITOps, every second counts, so here at BigPanda we offer multiple options to help you troubleshoot and solve problems rapidly.

Check out our Self-Paced Resources, Open a Ticket, or Message Us from the BigPanda App for help.

Self-Paced Resources

BigPanda University

BigPanda University provides customer education content including self-paced courses, video tutorials, product certifications, and on-demand learning modules to help you understand the ins and outs of BigPanda.

Key Courses include:

Getting Started video series
Making the Grade - SME-led best practice video series
Best Practices and Integration Deep Dive Resources
White Papers on everything from Hybrid IT Infrastructure to IT Crisis Management

To access BigPanda University, navigate to the upper right corner of the UI, click your account name, and select University from the drop-down menu.

If you don’t have access to the BigPanda UI or would like to access BigPanda University directly, you can go to the BigPanda University login screen.

Q&A Articles

The BigPanda technical teams maintain resource FAQs on common questions about configuration, integration setup, and custom tags. Check out the BigPanda Q&A Resources here.

BigPanda Docs and API Reference

BigPanda offers support documentation for common questions and API reference information for developers.

BigPanda Docs––comprehensive reference guides for how to use BigPanda features and functions
BigPanda API Reference––REST API structures, example code, JSON objects, and parameters

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You can search the Docs and API Reference together or filter results to see only one or the other.

Open a Support Ticket

You can submit a question or request directly to our technical support team.

Head over to your Support Portal to submit an official ticket
Send an email to [email protected]

View your open tickets by logging into the support portal with the email address you used to contact BigPanda.

Support Hours:
BigPanda Support Hours indicate when the BigPanda Technical Support team triages and responds to requests.

For P1/P2 issues, BigPanda offers 24/7 support.

For P3/P4 issues, BigPanda support is available during regional business hours:

US Business hours are Monday through Friday 6am to 5pm Pacific Time.
EMEA business hours are Monday through Friday 6am to 5pm Greenwich Mean Time.

You can access BigPanda Technical Support via Email, Portal, & Live Chat.

Response Times:

Your Service Agreement Response varies based on the priority of the issue and your Technical Support plan (Standard, Premium, or Premium+). BigPanda Support strives to respond and resolve issues according to these targets:

Priority Level	Standard	Premium	Premium+
P1: Unavailability of the BigPanda Service or degradation of its real-time ITOps functionality that significantly impairs Customer’s ability to monitor and manage incidents using BigPanda.	First Response: 4 Hours Target Resolution/Workaround: 2 Business Days	First Response: 2 Hours Target Resolution/Workaround: 1 Business Day	First Response: 1 Hour Target Resolution/Workaround: 1 Business Day
P2: Degradation of the real-time ITOps functionality of the BigPanda Service that moderately impairs Customer’s ability to monitor and manage incidents using BigPanda.	First Response: 8 Hours Target Resolution/Workaround: 7 Business Days	First Response: 4 Hours Target Resolution/Workaround: 5 Business Days	First Response: 2 Hours Target Resolution/Workaround: 5 Business Days
P3: Degradation of the non-real-time ITOps functionality (e.g. degradation of configuration, analytics, or administration functionality) of the BigPanda Service.	First Response: 3 Business Days Target Resolution/Workaround: To be determined with proposed course of action	First Response: 2 Business Days Target Resolution/Workaround: To be determined with proposed course of action	First Response: 1 Business Day Target Resolution/Workaround: To be determined with proposed course of action
P4: Questions, feature requests, and issues with low or no impact on Customer’s use of the BigPanda Service.	First Response: 5 Business Days Target Resolution/Workaround: To be determined with proposed course of action	First Response: 3 Business Days Target Resolution/Workaround: To be determined with proposed course of action	First Response: 2 Business Days Target Resolution/Workaround: To be determined with proposed course of action

Contact BigPanda From Inside The Application

When you log in to BigPanda, the Messenger button appears in the bottom corner of the screen. Use this feature to send and receive messages directly with the BigPanda support team.

Send Messages

Click the Messenger button. The message window opens on the right side of the screen.
Click New Conversation or select an existing conversation.
Enter your message in the text field at the bottom of the window.
You can attach files by clicking on the paperclip in the lower right. All common file types are supported and files can be up to 20MB in size.
Click Send:

The message is sent to the BigPanda team.
The BigPanda team responds within the time specified in your support tier SLA. Refer to your contract for guaranteed response times on support services.
The response message appears in the conversation and you receive an email.

You can continue to correspond with the BigPanda team from the message window or by responding to the email. The BigPanda team may open a support ticket to get help from additional team members, if necessary. A link to the ticket will be available in the conversation.

View Existing Conversations

You can see any conversations you've had with BigPanda from inside the application by clicking the Messenger button. If you're viewing an existing conversation, click the back arrow to return to the list of conversations.

View Announcements

BigPanda sometimes sends you a message to announce a new feature or service that is available to you. The announcement can appear across the full screen, as a window in the top right corner, or as a small text popup beside the Messenger button.

Click the announcement to read it.
(Optional) Send a message to provide feedback or ask a question.
Click the X in the top right to close the message window.
The message is saved to your list of conversations.

BigPanda Status

BigPanda is committed to continuously improving its services and infrastructure. To support this, routine system maintenance must occasionally be performed.

On the BigPanda Status Page, you can find the current status of the BigPanda platform, scheduled maintenance dates, and historic incident information. Click Subscribe to Updates in the upper right corner of the page to get informed whenever BigPanda creates, updates, or resolves an incident.