First line support is included in the annual license fee for BluePrintBI. We support our clients from the outset, believing that support goes beyond attending to queries and is more about helping our clients build a better business.
Our support method involves the up-skilling of an employee at the organisation in question, who becomes the Super User of the system. All future technical queries, training and methodology advice is channelled to the end users through this employee. This allows for a scalable and sustainable method of knowledge transfer for the solution.
Our support offering is as follows:
- Super User training
Video tutorials highlighting & demonstrating major screens within the system
Detailed screen-shot based user manual available to all users
Dedicated application & technical support to Super Users from BluePrintBI consultants through blueprintbi.com and on Skype
Logging BluePrintBI issues:
- The client logs an issue via email to firstname.lastname@example.org (operating hours are 8am – 5pm)
- The first line support consultant will respond to the issue with a HotHouse number
- The first line support consultant will attempt to resolve the issue in conjunction with the client and close the HotHouse if the issue is resolved
- The first line support consultant can escalate the issue to second-line support as required, which will result as one (or a combination) of the following:
(i) The issue may be resolved in the production environment and closed once the client confirms the issue is resolved
(ii) The issue may be earmarked as a bug that should be resolved in a future release
(iii) The issue may be earmarked as a feature request that can be considered for a future release
Please find below the Rules for Engagement.