Live Support for Paid Editions
Blumira’s Security Operations and Support (SOS) teams are here to help customers using any of Blumira's paid plans. Free SIEM does not include 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, you can type a note in the finding's comment box and then click Add note & send to Blumira support, which will open a support ticket.
Service Level Agreement
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., an emergency) – 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
The following are our active support hours:
- 9 am ET – 8 pm ET, Monday-Friday for all issues
- Emergency 24/7 incident support for critical issues like potential breaches is available in the following accounts:
- MSP NFR accounts and for any of their paying sub-accounts (Free accounts are excluded)
- self-managed (non-MSP) accounts that have either a SIEM+ or XDR license
Outside 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
- Juneteenth
- Independence Day
- Labor Day
- Indigenous Peoples' Day
- Thanksgiving and Day after Thanksgiving
- Christmas Eve and Christmas