Customer Support Channels
Blueprinted only provides support via our support request form and will not provide any support via email, or social media channels. We may, however, request that you email us your login details if required, in which case we will communicate via email to protect your confidentiality. Typically, the support includes guidance on a campaign, report analysis, bug-fixing (on any of our installations), payment and account issues, and general problem-solving.
Support does not include:
- Solving problems with plugins not packaged within our framework and associated installations;
- General WordPress/Magento/Joomla support (please use the WordPress , Magento or Joomla forums for that);
- Adding new features or extending features not included in your order; and,
- Any type of modification or customization, other than those purchased.
Please Note: As you can well imagine, we receive many requests from our customers on a daily basis and it is simply not possible to help everyone at the same time. In addition, we are also aware than all modifications are NOT created equal and as a result, our support staff reserves the right to review all requests on a case by case basis – If the problem is fairly simple, and the solution quick and easy, then we will be happy to assist you. However, with of more serious, time-consuming problems, we will refer you to an outsource parter.
Have you checked our FAQ page?
You may find some answers in our frequently asked questions page before submitting a support request.
Our general support hours are from Monday to Friday, 09:00 to 17:00 (EST/GMT -5:00). During this time we generally respond to support queries within 12 to 24 hours. However, we require 48 hours to respond to any queries received outside of regular business hours.
It is our goal to fix any/all bugs related to our installations as quickly as possible. During regular support hours we can correct most problems within 48 to 72 hours.