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Customer and Partner Support

Support Hours & Initial Response 

Registered Technical Contacts can submit cases 24×7×365 via the Blueprint Support Portal.  A case number and email confirmation are issued automatically upon submission. Submitters will receive an initial response and Support Case assignment within 4 hours. 

Standard Support Services hours are Monday – Friday, 8:00 am – 6:00 pm Eastern Time. (8:00 - 18:00)

Severity Levels and Response Times

Severity Level
Definition
Objectives / Response Times

Severity 1 (Critical Incident)

Severity P (Privacy Incident)

  • The service is unavailable. A major feature, function, or capability is inoperative, halting normal operations.

  • An incident related to privacy or data security.

  • 4 hour initial response.

  • For critical incidents, hosted access restored in 4 hours.

  • Workaround available within 1 business day.*

Severity 2 (Major Incident)

  • A major feature, function, or capability is impaired, but most normal operations continue. Includes administrator user access issues.

  • 8 business-hour initial response.

  • Workaround available within 2 business days.*

Severity 3 (Minor Incident)

  • A minor incident that doesn't materially affect normal operations. Includes requests for a new license or user account.

  • 1 business-day initial response.

Severity 4 (Standard)

  • General usage questions, service requests, enhancement requests, or documentation errors.

  • 2–4 business-day initial response.

* Blueprint will use commercially reasonable efforts to provide a workaround. Due to the variation in complexity of issues that may occur, workaround times cannot be guaranteed.

 

Escalation Process

For case escalation, Technical Contacts should call 647-288-0738 with the case number or contact their Success Manager.

Hosted Data Backup

Backups reside in off-site locations for geographic redundancy and are transmitted over private and/or encrypted connections. Customer databases are encrypted at rest using AES-256 or better. Production backups are retained for 30 days.

Additional Information

View the Blueprint Cloud Datasheet → 
Includes information about Blueprint Cloud's architecture, security, and reliability practices.

Support Terms & Definitions

General Definitions
  • 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. 
Maintenance Definitions
  • Major Release: The first generally available release of a new Software version containing substantial changes or enhancements. 
  • Minor Release: A release that fixes or enhances the previous Major Release. 
  • Maintenance Services: Providing Major and Minor Releases and the ability to log Enhancement Requests. Provided for the current Major Release (and its Minor Releases) for 12 months after the next Major Release becomes available. 
Support Definitions
  • 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:
    • 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 are not 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 or Minor Release.
  • Service Availability: Blueprint Cloud is available to customers 24x7x365. Log any access issue as an incident (see Support Hours of Coverage on this page).