Real people who know automation estates.
Support is included in every subscription. You'll reach people who work with automation estates and agents every day.
A few ways to reach us
Raise a ticket
The fastest route for anything that isn't on fire. Registered Technical Contacts can submit cases 24×7×365. A case number and email confirmation are issued automatically. Initial response times by severity are in the table below.
Submit a case in the Blueprint Support Portal
Email support@blueprintsys.com
Something is down
The service is unavailable, a major feature has stopped normal operations, or there's a privacy or data security incident. Raise it as Severity 1 for a 4-hour initial response.
To escalate, call +1 647-288-0738 with the case number, or contact the Success Team.
Response times
Standard support hours are Monday to Friday, 8:00 am to 6:00 pm Eastern time. Cases can be submitted any time through the Support Portal.
| Severity | What it means | Initial response |
|---|---|---|
| 1 Critical (or Privacy) | The service is unavailable, or a major feature, function or capability is inoperative and normal operations have stopped. Also any privacy or data security incident. | 4 hours. For critical incidents, hosted access restored in 4 hours. Workaround within 1 business day. |
| 2 Major | A major feature, function or capability is impaired, but most normal operations continue. Includes administrator user access issues. | 8 business hours. Workaround within 2 business days. |
| 3 Minor | A minor incident that doesn't materially affect normal operations. Includes requests for a new license. | 1 business day |
| 4 Standard | General usage questions, service requests, enhancement requests, or documentation errors. | 2–4 business days |
Response times are when the Support Team first responds. Blueprint will use commercially reasonable efforts to provide a workaround. Because issues vary in complexity, the time to a workaround or fix can't be guaranteed. Blueprint Cloud provides a monthly 99.5% uptime SLA.
What support covers
How-to questions
Using any part of the platform.
Bugs and incidents
Something not working as documented, tracked from case to workaround to permanent fix.
Imports and syncs
Getting an estate imported, or a Power Platform sync reconnected after a credential change.
Conversion questions
Understanding conversion output, mapping rules and TODO guidance.
Licenses and changes
License requests and standard changes.
Training and documentation
Onboarding plus self-paced courses on Blueprint eLearning, and product guides on Blueprint Docs.
Support terms
The Service
Web, hosting, and related services described in the applicable Purchase Order, including updates or upgrades Blueprint generally releases to all customers over time.
Documentation
The specifications, system requirements, written operating instructions (including online instructions), release notes, maintenance and service level standards, and user guides and manuals for the Software, as published or made available from time to time, plus any other documentation created under this Agreement.
Specifications
Blueprint's written descriptions of the Software, its release notes, and any other specifications contained in the Documentation.
Major Release
A new version of the Software, made generally available, with substantial changes or enhancements.
Maintenance Services
Providing Major Releases and the ability to log Enhancement Requests. Provided for the current Major Release for 12 months after the next Major Release becomes available.
Support Services
Responding promptly to meet established service level objectives, via explanation, information, a workaround, and/or a permanent fix for valid problems the Licensee reports. Includes incidents and service requests:
- An event outside the Service's standard operation that interrupts, or may interrupt, normal Service quality or operation.
- A request for a license, advice, information, or a standard change related to a Blueprint Technology.
Incident Management
The process of logging and tracking a Support Case from opening through resolution to closure, to restore normal operations promptly with minimal impact to the Authorized User.
Valid Issues
Issues that an Authorized User reports to Blueprint that aren't caused by:
- Any change to the Software made by a party other than Blueprint
- Accident, neglect, or misuse by a party other than Blueprint
- The Licensee's failure to provide a suitable web browser or client-access install
- Software, hardware, firmware, data, operating environment, or technology not licensed or specified by Blueprint
- Any telecommunications medium the Licensee uses
- The Licensee's own computer system
- The Licensee's or user's failure to comply with the Documentation
Workaround
A commercially reasonable solution to a known error, made available to Authorized Users to resolve a Valid Issue. May later be incorporated into a Major Release.
Service Availability
Blueprint Cloud provides a monthly 99.5% uptime SLA.