---
title: Blueprint Support
slug: blueprint/blueprint-support
icon: {"lucideIcon":"Headset"}
createdAt: 2026-04-17T18:28:54.132Z
---

# Getting Help

Support cases can be logged 24x7x365 by registered **Technical Contacts** via the Blueprint Support Portal. 

:::CtaButton{label="Blueprint Support Portal" externalHref="https://community.blueprintsys.com/" openInNewTab="true"}

:::

:::hint{type="info"}
*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**<br />**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

:::CtaButton{label="Blueprint Support Portal" externalHref="https://community.blueprintsys.com/" openInNewTab="true"}

:::

To open a new support case, log in to the portal as an authorized **Technical Contact&#x20;**&#x61;nd click the **New** button.

![](https://api.archbee.com/api/optimize/HRPaq4oJ2h9pHAfcjJGa6/JyjA3njXrr6kX3ScJQHi3_image.png "Blueprint Support Portal Interface")

Complete all required fields. Include as much detail as possible to help the team resolve your issue efficiently — relevant details include:

1. Bot name and/or link
2. Steps to reproduce the issue
3. Screenshots or screen recordings
4. Any relevant error messages

## Adding Attachments to a Case

![](https://api.archbee.com/api/optimize/HRPaq4oJ2h9pHAfcjJGa6/By9lwnER2zAQD2oocb0uQ_image.png)

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.&#x20;

The Blueprint Support Team will also respond to you through Case Comments.