The below Support Services Description are documenting details about the current Support services provided by Selvaag Bluethink. These details are subject to change at Selvaag Bluethink’s sole discretion.

Bluethink Support Services are available for Customers with a valid License and Support agreement.

Technical Support as described below is provided during normal business hours in Norway: 08.00-16.00  CET (GMT +01.00) , from Monday to Friday, excluding statutory holidays. End-user support, or helpdesk support, is Customer’s responsibility.

We prefer to hear from you by mail, so please make sure to include the following:

• Send a mail to sbt-support@selvaag.no
• In the title please make sure the requested severity is visible together with a short description of your issue.
• Customer name and Agreement name.
• Detailed information about your designated contacts with title and responsibilities.  We may need more people working with us on the problem and they may be required to provide us with certain information to help us work on the case.
• Name and version of the Bluethink application.
• Please include any error messages as well as fully describing the problem
• Detailed information about the Bluethink application’s surroundings, such as operating system, network, hardware and other 3^rd party software.
• If multiple issues, or requests, please keep the separate and send one mail for each.

Bluethink classify each problem in one of four severity levels, based on Customer input. The different response times and services provided are described below.

Critical problem, Severity 1

Production system is down.

Work will start within 4 hours of receipt of problem report. Work will continue unabated until problem is solved or workaround is provided. Service may comprise phone or mail assistance for reconfiguring Customer’s installation, shipment of software patches or new versions.

Major problem, Severity 2

Major part of, or important functionality in, system is malfunctioning. No work-around is possible.

Work will start within 24 hours of receipt of problem report. Work will continue on a daily basis until problem is solved or workaround provided. Service may comprise phone or mail assistance for reconfiguring Customer’s installation, shipment of software patches or new versions.

Minor problem, Severity 3

Minor functions are malfunctioning, but work-around is possible.

Work will be addressed within 48 hours of receipt of problem report, in the frame on defined normal business hours. Further progress will be agreed upon with Customer. Service may comprise phone or mail assistance for reconfiguring Customer’s installation or shipment of software patches.

Enhancement request, Severity 4

Proposal or request for enhanced, changed or new functionality. Will be processed and evaluated by Product development. No response guaranteed.

Software updates

Bluethink applications are under continuous maintenance and revision. New patches or releases may cover and include accumulated error corrections and functionality enhancements. New or enhanced functionality will be included and released at Bluethink’s discretion, based on market demands, customer requests and/or technology changes. New patches, releases or versions will be distributed, or made available, to our Customer on a “if and when available” basis. New versions and other new functionality will be offered in return for additional payment.

Desupport

If not otherwise agreed, SBT may desupport its products with 12 months notice.

Please contact our Training department for education of your end-users and super-users. Training for all user levels are available as standard or bespoke training courses, and training of the super-users may be a part of our Consulting implementation services.