Support Options

BlazeLIMS support options are designed to provide true support value for any organization.  Support contracts are normally established on a yearly basis at one of the following levels:

"Bronze" level support, which includes the following services:

• Up to 15 incidences of hotline or e-mail support.
• Remote technical hotline support between BlazeLIMS Technical Support personnel and the customer designated contact,  available during normal work week hours (9am-5pm ET) Monday-Friday excluding Holidays with a one hour response.
• Remote technical email support between BlazeLIMS Technical Support personnel and the customer designated contact,  available during normal work week hours (9am-5pm ET) Monday-Friday excluding Holidays with a maximum four working-hour response.
• Reasonable effort to provide resolution of product problems including remote installation of software fixes. 
• BlazeLIMS core software new releases.  Installation and data migration costs are billed as incurred at our published hourly rates.
  

"Silver" level support, which includes the following services:

• Remote technical hotline support between BlazeLIMS Technical Support personnel and the customer designated contact,  available during normal work week hours (9am-5pm ET) Monday-Friday excluding Holidays with a one hour response.
• Remote technical email support between BlazeLIMS Technical Support personnel and the customer designated contact,  available during normal work week hours (9am-5pm ET) Monday-Friday excluding Holidays with a maximum four working-hour response.
• Reasonable effort to provide resolution of product problems including remote installation of software fixes. 
• BlazeLIMS core software new releases.  Installation and data migration costs are billed as incurred at our published hourly rates.
  

"Gold" level support, which includes the following services:

• “Silver” support as indicated above.
• Maximum two hour response to telephone calls to hotline number during after hours (4:30pm to 8:30am ET) seven days per week, including holidays, ensuring 24 hour per day, seven day per week hotline coverage.