Conduit Support Plans
- Chelsi Volpe (Unlicensed)
Analytics
Conduit Customer Support Plans
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 |
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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
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| 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
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| 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
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| 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