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Support

The truth is, once you’ve implemented blueKiwi, you probably wont need much help from us. But just in case, we’ve got a dedicated support operation in place to answer all your questions. We wont leave you hanging.

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We offer two levels of support:

  • First Line support accepts calls from named customer contacts, diagnoses and escalates issues
  • Second Line support handles specific escalated incidents including application and platform support

Unlike many other vendors, blueKiwi does not charge extra for customer support.
Unlimited number of requests is all included in the annual subscription.

Response time for issues depends on their severity:



version Supported Version
blueKiwi provides support services for all versions of the software that have been released during the preceding 12 month period.

 

blueKiwi Technical Support provides assistance in the following areas:

  • Assist with installation and upgrading of a released product
  • Support of software administration features and functions
  • Explaining generic software functions
  • Help with blueKiwi Software navigation and operation
  • Bug determination / resolution for a released product version
  • Questions related to User documentation

blueKiwi Technical Support does not provide assistance for:

  • Requests for enhancement
  • Custom code, integration or migration tasks not made by blueKiwi
  • Education services

maintenance Maintenance
All blueKiwi customers can have access to all updates and patches. Except in case of blocking issue, bug fixes or enhancements are applied to blueKiwi SAAS platform or made available to on premises customers on a weekly basis.

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Support Process, and Hours

Requests are made through email, phone or by using blueKiwi Software product:
- Email must be sent to support@bluekiwi-software.com
- During working days and hours Technical Support can be contacted by phone on a dedicated number: France: 0810 100 145, International: +33 (0) 1 40 26 22 81
- Customers can use as well a dedicate workspace on blueKiwi application to raise requests.


In parallel, 24 x 7 online help is available through our online customer knowledge base, which contains answers to frequently asked questions


Phone support is available during business hours defined as 8 am to 6 pm Central European Time, Monday through Friday exclusive of French legal holidays.
France: 0810 100 145, International: +33 (0) 1 40 26 22 81


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