Premium Support Packages

Providing an increased level of support based on your unique needs.

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See what BlueConic can do for you

The BlueConic Customer Support team empowers you to make the most of your CDP investment. But what if you want faster responses? Or extended hours of support coverage? Or more personalized troubleshooting during consultation calls? Premium Support packages are a way to deepen your partnership with BlueConic while achieving your business goals faster.

Faster access to support engineers

Whether it’s prioritized routing or accelerated response times, you will hear from us sooner with Premium Support.

Flexible coverage

Whether we’re on call 24/7, or just during selected peak times, Premium Support ensures a level of monitoring that fits your business needs.

Quarterly calls to ensure impact

Each support operations analysis calls will ensure that Premium Support is making an impact and meets the needs of your organization.

Proactive consultations

With regular consultation hours, interactions with support can take a proactive stance, and reduce the chance of reactive incidents.

Standard Support

Included with licensing for no additional charge.

Support Ticket Portal

Webform and email ticketing system with 15-hours of daily monitoring, 5 days a week.

Self-Service Knowledge Base

Over 600 articles with up-to-date information and step-by-step user guides on how to configure and troubleshoot.

On-Demand Training

BlueConic University provides access to over 70 training videos and allows learners to earn badges and certifications.

Standard

Standard Support

Included with licensing for no additional charge.

Support Ticket Portal

Webform and email ticketing system with 15-hours of daily monitoring, 5 days a week.

Self-Service Knowledge Base

Over 600 articles with up-to-date information and step-by-step user guides on how to configure and troubleshoot.

On-Demand Training

BlueConic University provides access to over 70 training videos and allows learners to earn badges and certifications.

Expanded Support

Increased support coverage and faster resolution times with prioritized ticket routing.

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Extended Hours

Support coverage extends from 2:30am EST to 6:30pm EST for a total of 16 hours of coverage, 5 days a week.

Prioritized Routing

Tickets are prioritized by our support engineers for shorter wait times and faster resolution.

Expanded

Expanded Support

Increased support coverage and faster resolution times with prioritized ticket routing.

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Extended Hours

Support coverage extends from 2:30am EST to 6:30pm EST for a total of 16 hours of coverage, 5 days a week.

Prioritized Routing

Tickets are prioritized by our support engineers for shorter wait times and faster resolution.

Peak Support

High-priority attention for limited time engagements.

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Peak Periods

Select 4 peak periods of up to 72 hours each where you will receive our highest level of support and 24/7 monitoring.

Accelerated Response Times

During peak periods, less than 1 hour response times on urgent and high severity tickets.

Consulting Hours

Schedule up to 3 hours a quarter with a named support engineer to discuss your current configuration.

Quarterly Support Analysis & Monthly Ticket Summary

A support engineer will schedule a 45-minute call each quarter to review support activity.

Peak

Peak Support

High-priority attention for limited time engagements.

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Peak Periods

Select 4 peak periods of up to 72 hours each where you will receive our highest level of support and 24/7 monitoring.

Accelerated Response Times

During peak periods, less than 1 hour response times on urgent and high severity tickets.

Consulting Hours

Schedule up to 3 hours a quarter with a named support engineer to discuss your current configuration.

Quarterly Support Analysis & Monthly Ticket Summary

A support engineer will schedule a 45-minute call each quarter to review support activity.

Priority Support

Maximize the partnership with extended hours, highest ticket prioritization, and the most accelerated response times.

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More Expanded Hours

Support coverage extends from 2:30am EST to 8:00pm EST for a total of 17.5 hours of coverage, 5 days a week.

Most Accelerated Response Times & Highest Priority

Less than 1 hour response time on urgent and high severity tickets at all times, plus priority routing to support engineers.

24/7/365 Monitoring

Constant monitoring for urgent tickets.

More Consulting Hours

Schedule up to 4 hours a quarter with a named support engineer to discuss your current configuration. Also receive a 50% discount on additional service packages, if needed.

Priority

Priority Support

Maximize the partnership with extended hours, highest ticket prioritization, and the most accelerated response times.

Request a Quote

More Expanded Hours

Support coverage extends from 2:30am EST to 8:00pm EST for a total of 17.5 hours of coverage, 5 days a week.

Most Accelerated Response Times & Highest Priority

Less than 1 hour response time on urgent and high severity tickets at all times, plus priority routing to support engineers.

24/7/365 Monitoring

Constant monitoring for urgent tickets.

More Consulting Hours

Schedule up to 4 hours a quarter with a named support engineer to discuss your current configuration. Also receive a 50% discount on additional service packages, if needed.

"Excellent responsiveness and expert guidance. The BlueConic Support Team always goes above and beyond to promptly address our concerns and provide knowledgeable solutions. Truly impressed!"

Legrand Charles | Lead Engineer – Technology, Verticurl
"You and the team handled our issue promptly, efficiently, and professionally. Thank you for the outstanding support and follow-through."

Richard Maxwell | Senior Help Desk Specialist, The Wyanoke Group
"The support was excellent, fast, and to the point."

Johan De Deyne | Senior Data Engineer, Roularta Media Group
"Since I started using BlueConic, the support has been amazing. Every agent has been fantastic. All my issues have been resolved swiftly and with a great level of care."

Peter Reeves | Senior Product Manager, Autovia
"Always excellent help and support. Very knowledgeable and very nice to work with."

Owen Davies | CDP Manager, RocketMill for Project HOPE