Blueprint Support
7 min
getting help support cases can be logged 24x7x365 by registered technical contacts via the blueprint support portal technical contacts are individuals registered and authorized to submit support tickets to the blueprint support team we recommend designating no more than 4 technical contacts per organization technical contacts can be designated via email to support\@blueprintsys com mailto\ support\@blueprintsys com support hours support staff are available monday – friday, 8 00 am – 6 00 pm eastern time security levels and response times severity description response time p — privacy or security incident related to privacy or data security 4 business hours 1 — critical service unavailable or major feature inoperative 4 hours initial response; workaround within 1 business day 2 — major major feature impaired; normal operations can continue 8 business hours initial response; workaround within 2 business days 3 — minor minor incident; no material impact to normal operations 1 business day initial response 4 — general usage questions, enhancement requests, documentation errors 2–4 business days initial response how to submit a support case to open a new support case, log in to the portal as an authorized technical contact and click the new button complete all required fields include as much detail as possible to help the team resolve your issue efficiently — relevant details include bot name and/or link steps to reproduce the issue screenshots or screen recordings any relevant error messages adding attachments to a case file attachments cannot be uploaded during initial case creation once your case has been submitted, reopen it and navigate to the related tab to add case comments or attach files the blueprint support team will also respond to you through case comments