Live Support
Blumira Security Operations and Support (SOS) is here to help customers with active subscriptions to any standard Blumira edition. You must have an active subscription to receive live support.
How to Contact Support
To contact Blumira, do one of the following, depending on whether you are experiencing an emergency:
- For emergencies such as breaches requiring SecOps help, call (877) 870-5876 and follow the prompts to leave us a message, and an SOS team member will contact you.
- For non-urgent issues, click Support at the bottom of this window and write us a message.
- To request help with a specific finding in the app, select the checkbox next to Send note to Blumira Security Operations for help with this finding. Doing so will create a support ticket containing your note as the message.
Service Level Agreement (SLA)
You can expect to receive an initial response from us within the following timeframes, depending on the priority of the issue and the support hours included with your licensed edition:
- Critical (i.e., a suspected breach) – 1 hour
- High (e.g., a major issue that is preventing you from being able to use Blumira) – 4 business 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
Our Security Operations and Support (SOS) team is available to support you as follows:
- 9 am ET – 1:30 am ET the following day, Monday-Friday, for all issues
- Emergency 24/7 incident support for critical issues like potential breaches is available with select licenses
With the exception of critical issues, we are not available when certain U.S. holidays are observed, including but not limited to the following:
- New Year's Day
- Martin Luther King Jr. Day
- President's Day
- Memorial Day
- Juneteenth
- Independence Day
- Labor Day
- Indigenous Peoples' Day
- Thanksgiving and Day after Thanksgiving
- Christmas Eve and Christmas