How to Contact BAO Support
Contact BAO Support through the BAO Helpdesk website.
- Log into the BAO Helpdesk.
- Select the New support ticket link.
Fill out the required fields.
If you have difficulty logging into the BAO Helpdesk, you can alternatively email your support request to support@baosystems.com.
- Hosting Plan support requests are answered Monday - Friday from 7:00 AM EST - 6:00 PM EST.
- Our Support Plan agents are based across Africa, Europe and North America providing support from 9:00 AM GST - 10:00 PM GST (4:00 AM EST - 5:00 PM EST). BAO Systems support staff will respond as soon as possible.
Sending an Effective Support Request
To ensure the fastest response from our agents, follow these guidelines for sending a support request. Providing this information the first time reduces the amount of back-and-forth emails and wait time to resolve your issue.
- Include the URL of the server instance you would like help with.
- Provide a brief description with sufficient detail of the issue.
- Attach any relevant error messages and screenshots of the issue.
- Keep requests to one issue per support ticket so that we can assist you as effectively as possible.
- If the issue is about the use of the DHIS 2 application itself, provide the user name(s) of users experiencing the issue.
- If the request is about updating to a newer revision (e.g. c5a4dfc) or upgrading to a newer version (e.g. 2.26) of DHIS 2, indicate an appropriate time as minimal downtime should be expected where someone on your end can verify the success of the deployment.