Blueprint exists to deliver results above and beyond our clients’ expectations. At the very core of that is a passion for providing best-in-class customer care. Below you will find our current options for Customer Support



Standard

Premier

Enterprise





Knowledge Base



24x7 access to our knowledge base, including all of our FAQs, tutorials, and troubleshooting guides

24x7 access to our knowledge base, including all of our FAQs, tutorials, and troubleshooting guides

24x7 access to our knowledge base, including all of our FAQs, tutorials, and troubleshooting guides

Support Portal


24x7 access to the ticketing portal for Support Contacts

24x7 access to the ticketing portal for Support Contacts

24x7 access to the ticketing portal for Support Contacts

Support Contacts



Dedicated Account Manager

Dedicated Account Manager and Named Escalation Engineer(s)

Email Support


Business hours access* to Support Engineers via email

24x7 access to Support Engineers via email

24x7 access to Support Engineers via email

Chat Support 




Dedicated Slack space for Support Contacts

Onboarding & Configuration


Best practices documentation

Best practices documentation

Hands-on configuration of multi-tenant deployments

Severity & Response Times







Minimal business impact (Sev 3-4):

   <12 business hours*

Minimal business impact (Sev 3-4):

   <8 business hours*

Moderate business impact (Sev 2):

   <4 hours

Critical business impact (Sev 1):

   <1 hour

Minimal business impact (Sev 3-4):

   <4 business hours*

Moderate business impact (Sev 2):

   <2 hours

Critical business impact (Sev 1):

   <1 hour

Third-Party Software Support



Interoperability & configuration guidance and troubleshooting

Interoperability & configuration guidance and troubleshooting

Cost



Included with all Conduit licenses

Included for all Premier customers; available for Standard customers at additional cost

Included for all Enterprise customers; available for Standard & Premier customers at additional cost











*Weekdays, 8a-5p PST