BridgeWise Support & Escalation Guide

Overview

BridgeWise ensures responsive support for all client-facing services. 
This guide outlines how to contact support and escalate critical 
production issues when needed.

Contact Information

Email: support@bridgewise.com

Support Portal: https://support.bridgewise.com

Support Availability

Standard Support: Sunday to Friday, 8:00 AM – 5:00 PM (GMT+2)

Critical Production Support: 24/7

Issue Severity Levels and SLA Commitments (Production Only)

How to Submit a Standard Issue

For issues that are not production-blocking, you can contact BridgeWise support via:

Email: support@bridgewise.com

Support Portal: https://support.bridgewise.com

Include:

• A short summary and description of the issue

• Impacted service(s)

• Screenshots, logs, or steps to reproduce

• Business impact

How to Submit a Critical Issue

For production outages or severe client-facing impact, use the dedicated escalation route below to ensure immediate routing and response:

Option 1: Email

Send an email to support@bridgewise.com with the subject line containing:

 [Critical Issue]

Option 2: Support Portal

When submitting a ticket through the Support Portal, be sure to 
select the following options:

• Step 1: Mark the issue as critical
  In the ticket form, set “Issue is Critical?” to 

• Step 2: Confirm escalation
  Then, set “Proceed with escalation to support?” to Yes

These fields ensure your issue is flagged to our 24/7 incident response system.

Best Practices for Efficient Support

• Clearly define issue severity based on business impact.

• Provide accurate reproduction steps and attach relevant logs/screenshots.

• Use the support portal for visibility into ticket progress.

Only escalate when the issue impacts production or service availability.