Get Help

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 hand 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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Tip

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

BigPanda Community

The BigPanda Community is a platform that brings together tech enthusiasts, problem solvers, and innovators who are passionate about shaping the future of ITOps. We believe that everyone has something valuable to contribute, no matter their level of expertise. Whether you're an expert or just starting out, we welcome you to join us and become part of our community.

By becoming a member, you'll have the opportunity to connect with others, learn new skills, and expand your professional network. To access the BigPanda Community, navigate to the upper right hand corner of the BigPanda UI, click your account name, and select Community from the drop-down menu. Or, you can register for an account at the BigPanda Community portal.

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Community Email Address

The BigPanda Community is currently available only for customers and partners. Be sure to use your company email address when registering.

If you’ve registered for the Community using a different email address than the one you use to sign into the BigPanda UI, a new Community account will be created when you access the Community via the UI for the first time. If you'd like to use the same account for both the BigPanda UI and Community, reach out to [email protected] to update your Community email address.

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 critical issues, BigPanda offers 24/7 support.

For standard 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, and Live Chat.

Response Times:

Your Service Agreement Response varies based on the priority of the issue and your Technical Support plan. See the BigPanda Customer Support page for more information on response times.

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

1. Click the Messenger button. The message window opens on the right side of the screen.

2. Click New Conversation or select an existing conversation.

3. 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.

4. 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.

5. 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.

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

Release Notes

BigPanda is continuously improving and adding new functionality. You can stay up to date on new features and system improvements by checking our monthly Release Notes.

You can also get notified of BigPanda releases and updates right in your inbox. Register here for our monthly product updates email!

Monitoring BigPanda

Every second counts in the world of enterprise ITOps, and your monitoring tools are the first line of defense. BigPanda has multiple layers of monitoring set up throughout the platform, integrations, and all the microservices in between, ensuring service availability.

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.

Inbound Pipeline Monitoring

As part of our commitment to uptime, BigPanda measures and monitors inbound alert processing latency.

If latency beyond a threshold is breached, an escalation will be initiated to the BigPanda team to investigate, initialize proactive engagement with any impacted organizations, and triage to appropriate teams for mitigation.

As these tests pass through our production pipeline, you may see PandaPulse incidents within your incident feeds, or in the PandaPulse environment. You can simply ignore these incidents, BigPanda will take action if necessary.

This data will be processed through the ETL pipeline, but is removed from our OOTB analytics, and should not impact your metrics. If you use a custom data solution for analytics, you may need to filter these messages out.

Read more about our pipeline monitoring in the PandaPulse Monitor article.

Inbound Integration Monitoring

BigPanda can monitor inbound integrations and generate an alert after a designated time period of not seeing an inbound alert on a per integration basis. BigPanda can generate a Warning alert and a Critical alert based on the time since the last alert arrived. These alerts can then be shared to a ticketing system or via email shares.

Inbound monitoring is not enabled by default for new integrations. Reach out to BigPanda support to start monitoring your inbound tools with the following data for each integration you'd like monitored:

• Integration name (in BigPanda)
• System name
• Warning threshold (in minutes)
• Critical threshold (in minutes)