Please note that we are only able to assist customers who have a BluebirdCRM support contract in place.

Support services are available during Normal Working Hours (8.30am to 6.00pm Monday to Friday but excluding UK Bank and Public Holidays).

How we handle support calls

Calls are given a priority based on incident description, subject and overall impact to the business. This is determined at the point of call/request receipt and is reasonably assigned by the BluebirdCRM call handler.

We will try to provide an appropriate:

· fix to the problem or completion of a service request.

· recommendation to implement a temporary workaround.

· request for further information regarding the problem so that further investigative procedures may be carried out.

· written report on the cause of the problem and the likely effect(s) on the system other than those already experienced.

We will record all Service Requests and maintain a record of resolutions of faults in order that any recurrence of the fault may be detected quickly.

Reporting a request for support should initially be reported by the Customer to the Provider either by telephone number above or the Support request form.

Any communication from the Customer, in respect of a request for support will be recorded on our Help Desk system under an incident log under the name of the customer. Details will be recorded of the time, date, fault reported, actions recommended and the result of such actions.

BluebirdCRM support packages

BluebirdCRM Service Level Agreement