Drive More Value

Customer Support Plans

Blueshift provides highly-experienced success and support resources. While every subscription comes with our Standard Support Plan, our customers have found the most success with our Premium or Enterprise Plans.

Standard Blue

Account Management

  • Designated Customer Success Manager
  • Business Review (Annual)
  • Monthly Partner Success Calls

Support & Training

  • Named Supported Contacts: Up to 4 Users
  • 12/5 Support (Customer Time Zone)
  • Urgent Issue Response: 4 Hours
  • Support Channel: Email
  • Documentation and Blueshift Academy
  • Live Training Sessions/Webinars

Success Services

  • $200/hr

Premium Blue

Account Management

  • Designated Customer Success Manager
  • Business Review (Bi-Annual)
  • Bi-Weekly Partner Success Calls

Support & Training

  • Named Supported Contacts: Up to 10 Users
  • 12/5 Support (Customer Time Zone)
  • Urgent Issue Response: 1 Hour
  • Support Channels: Email, Live Chat
  • Documentation and Blueshift Academy
  • Live Training Sessions/Webinars

Success Service

  • 5 Included Success Service Hours Per Month

Enterprise Blue

Account Management

  • Designated Customer Success Manager
  • Business Review (Quarterly)
  • Weekly Partner Success Calls

Support & Training

  • Named Supported Contacts: Up to 16 Users
  • 24/5 Support (Customer Time Zone)
  • Urgent Issue Response: 30 Minutes
  • Support Channels: Email, Live Chat, Phone
  • Documentation and Blueshift Academy
  • Live Training Sessions/Webinars, Private Training Sessions (2x Year)
  • Designated Support Rep

Support Services

  • Up to 10 Included Success Service Hours Per Month

Support Response Time

Blueshift will provide the Customer with instructions, analysis, and other reasonable assistance in connection with the Customer’s implementation and use of that Platform. Support email: support@blueshift.com

RESPONSE TIMES DURING SUPPORT HOURS
PRIORITY DEFINITION STANDARD BLUE PREMIUM BLUE ENTERPRISE BLUE
URGENT (P1) Production environment down, public website down or a critical feature/function unavailable 4 hours1 hour30 min
HIGH(P2) Major function or feature is not working correctly, making it difficult for end-users to perform their normal work. Workaround solutions can be implemented but with significant degradation of productivity. 1 day4 hours1 hour
NORMAL (P3) Minor issues affecting the usability of the product, but a workaround is provided with no impact to major feature/functionality or website changes or issues not deemed urgent or high 2 days12 hours6 hours
LOW (P4) How-to questions and/or product enhancement requests 3 days1 day12 hours