All managed service clients receive a quarterly allocation of support hours to use for on-demand requests, including custom campaigns, template design services, pricing and rate change orders, data integrations and other periodic requests. Any support request exceeding two hours will be scoped and presented for advance approval. If your support hours exceed the quarterly allocation, those excess hours will be invoiced according to our agency services rate of $200/hour or $1,500/day.
Support requests may be submitted through the "Ticket" link or the "Submit a ticket" button on the Knowledge Base home page.
- Tickets marked as low priority will be completed within 5 business days (unless additional scoping is required)
- Tickets marked as medium priority will be completed within 3 business days (unless additional scoping is required)
- Tickets marked as high priority will be completed by end of next business day (unless additional scoping is required)
- Tickets marked as urgent priority will be completed ASAP, subject to additional scoping.
For any questions regarding Agency Services and Billable Support, email us at support@bluelena.io
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