Blumira’s Security Operations and Support teams are here to support customers who are using Blumira's Microsoft 365, Cloud, and Advanced editions.
Service Level Agreement
You can expect to receive an initial response from us within the following timeframes, depending on the priority of the issue:
-
Critical (i.e., emergency) – 1 hour
In the event of a critical issue, please call us at (877) 870-5876. When prompted, press the option to inform us of a CRITICAL matter. This call alerts our Security Operations team in the middle of the night if needed. - High (e.g., a major issue that is preventing you from being able to use Blumira) – 4 hours
- Normal (e.g., a general question that does not have an immediate negative impact on your business) – 1 business day
- Low (e.g., a feature request) – 2 business days
Hours of Availability
The following are our standard hours:
- 9am ET – 8pm ET, Monday-Friday for all issues
- 24 hours, 7 days a week for critical issues (e.g., potential breaches)
Outside of critical issues, we are not available when certain U.S. holidays are observed, including (but not limited to):
- New Year's Day
- Martin Luther King Jr. Day
- President's Day
- Juneteenth
- Independence Day
- Labor Day
- Indigenous Peoples' Day
- Thanksgiving and Day after Thanksgiving
- Christmas Eve and Christmas