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How to Access Support & Assistance

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The Blyott Platform
'How to Access Support & Assistance'



Definition of Support Services provided by Blyott Support:

Scope of Support:
To provide access and assistance in bug reporting, hotfixes and issue investigation via various channels. Support will coordinate efforts between end-users, local IT teams and the Blyott development team.

When do we Support:
Blyott is operating a 9am to 5pm Monday to Friday service for the Blyott Platform. This does not currently cover Saturday, Sunday or Public Holidays.

However, you can send in or create a ticket at any time and this will be answered as soon as business reopens.

Times:
There are two-time frames to keep in mind – Office Hours 09:00 to 17:00 CET and Out of Office Hours.

Out of Office Hours:
Only High Priority/PRIO1 Incidents or Issues will be handled during this Out of Office Hours period. Any non-urgent issues will be investigated asap during office hours.

How do we Support:
We offer access to support via various channels including Email, Web Portal, Help Center and Direct Telephone (for High Priority Issues). See below for instructions.

Who can access Support:
The main 'support' contact will be your Line Manager or local IT team.
If you cannot resolve your issue locally or simply need assistance from our team, please use the contact information below and get in touch.

Who is 'the Support Team' within SENSINXS:
Luke Bryant – Customer Support Manager & (usual) First Point of Contact.
Franka Smoljo – Project Manager
Vedran Marusic – Chief Technical Officer
Eric De Wever – Operations Manager
Full Development Team to assist.



Instructions on how to access Support Services provided by Blyott Support:

We offer access to support via the below channels and work to an SLA/Service Level Agreement based on a 'best effort' approach for resolution and/or fixes.

URGENT/PRIO1: We aim to resolve PRIO1 Incidents within 8 Hours where possible.

All Other Bug Related Issues: We aim to resolve standard bugs within 48 Hours where possible.

Standard Info/Process Requests: These are resolved/processed depending on requirements.

Client On-boarding Requests: These will aim to be completed within 5 business days, depending on access to required information.



Telephone Access (PRIO1/URGENT): +32 50977140

NOTE: Even when an urgent incident telephone call has been made, a ticket (either via email or web portal) should also be logged for tracking and reporting.

Email Access: support@blyott.com
Email tickets should be reserved for lower priority/non-urgent issues. However, when a ticket is logged by your team, a receipt email will be received, and you can provide any required responses to that email chain or via the web portal.

Web Portal Access: support.blyott.com 
Web Portal tickets should be reserved for lower priority/non-urgent issues. However, when a ticket is logged by your team, a receipt email will be received, and you can provide any required responses to that email chain or via the web portal.

Blyott Portal – Widget / Help Button:
This button will be visible on the bottom left corner of your screen when you are accessing the Blyott Platform portal.




We at Blyott hope you find this service beneficial and importantly, accessible. If you have any questions, issues or feature requests relating to support please let either your team leader, myself or any of our operations team know.
The team and I remain at your disposal and are here to help.

Luke Bryant

Customer Support Manager


If you have any questions or suggestions at all, please feel free to get in touch with us HERE!


Thanks and regards,

The Blyott Support Team

www.blyott.com  I  support@blyott.com  I  support.blyott.com  

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