Support Premium

Does your business require a high level of responsiveness in terms of business hours support? The Premium service level allows you to give priority to your technical support requests, compared to customers benefiting from Standard support.

Support premium

As a Premium customer, you have priority access to support during business hours (Paris time zone, Europe) compared to Standard customers.

Premium Support Plan members receive technical support 24 hours per day, seven days per week via the Support Telephone number as provided with Premium Support Plan Agreement. Support outside standard business hours is limited to High Priority issues.

Premium Support Plan members that require High Priority technical support, while it is determined that the installed software product is performing to its written specifications, will be charged per hour, with a minimum of a 1 hour charge. These costs will be invoiced at the end of each month.

ASSISTANCE

When contacting the BlueFinch-ESBD Technical Support team, it is important to provide as much detail as possible about the problem. Please gather as much diagnostic and logging information as possible to help us in our diagnosis of the issue. Be prepared to provide us with relevant error logs or messages including server log files, screenshots, and event log reports.

Premium Support Plan members can call the Premium Support Line
anytime, 24 hours per day, seven days per week, including national holidays.

Help center

Our consultants will assist you in French, English or Dutch, depending on your needs. If you need help, you can access our help center.

It contains all the resources available to you to help you use your services: private blog, guides, video tutorials of updates, FAQ, etc.

Standard Support Plan members can call us, Monday through Friday from 08.30 until 17.30 (Central European Time) for help with any product-related issue.