Blueprint Support
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 [email protected].
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.