Support Terms
Effective date: 02 November 2025
These Support Terms (the “Support Terms”) govern BlueBoar Solutions’ support services (“Support”). They are designed to be customer‑readable and may be referenced in proposals and invoices. If an Order Form/SOW sets different terms, that document prevails.
1) How to Contact Support
Ticket portal: helpdesk.blueboar.eu
Email: helpdesk@helpdesk.blueboar.eu
Languages: Greek and English
All work is tracked via tickets.
Phone support is not offered.
Please include clear steps, screenshots, and URLs.
2) Coverage Windows (Europe/Athens)
| Period | Hours | Notes |
|---|---|---|
| Daily | 18:00–21:00 | |
| Weekends | 09:00–13:00 and 17:00–20:00 | |
| Critical (P1) morning handling | Best-effort | Available mornings for P1 incidents |
| After-hours | Not provided | Except for catastrophic incidents at BlueBoar’s discretion |
Time targets below are measured inside the coverage windows above, unless explicitly agreed otherwise in your plan.
3) Priority Levels & Targets (SLOs)
BlueBoar sets priority contextually based on your business impact.
Targets are measured within the coverage windows in §2 unless explicitly agreed otherwise.
| Priority | Description | Initial Response | Workaround / Fix Target |
|---|---|---|---|
| P1 – Critical | Production outage, severe data loss, or major security incident with broad impact | ≤ 60 minutes | ≤ 120 minutes |
| P2 – Major | Core functionality broken with no reasonable workaround | ≤ 120 minutes | ≤ 72 hours |
| P3 – Minor | Partial impact, degraded performance, or workaround exists | ≤ 72 hours | ≤ 5 days |
| P4 – Request | How-to questions, small changes, low-urgency tasks | ≤ 72 hours | ≤ 7 days |
Note: These are Service Level Objectives (SLOs) on a best‑effort basis. No monetary credits apply for missed targets.
4) What’s Included
- Support commonly covers the following areas:
- WordPress core/plugin/theme issues (for environments we host or manage)
- DNS and SSL assistance
- Email client setup (Outlook, Thunderbird, mobile)
- Mail deliverability (SPF, DKIM, DMARC)
- Security cleanup (malware removal)
- Performance tuning (caching/CDN)
- Small content edits (text/images)
- Basic SEO assistance (e.g., titles, meta, minor fixes)
- Training / how‑to guidance
5) Exclusions & Special Cases
Not included but offered as billable services:
- Major redesigns
- Onsite visits
- custom development (available on request, billable).
Email marketing platforms: (e.g., Mailchimp/Brevo) not covered; we can offer limited assistance as a billable service.
Third‑party/vendor defects or unsupported plugins/themes may be out of scope or billable.
6) Plans, Hours & Billing
Support plans include hours that do not expire while your plan is active (no rollover needed).
Work beyond included hours is billed in 30‑minute increments at €45/hour.
P1 emergencies: If you have an active plan, after‑hours P1 handling is included; without a plan, P1 work may be billed at the standard overage rate.
Unless an Order Form says otherwise, Support can also be provided standalone and billed based on usage.
7) Access & Change Approval
Provide necessary credentials for the scope:
- FTP/SFTP
- WordPress Admin
- and any related service access.
Written approval is required for potentially disruptive actions (e.g., core upgrades, DNS changes, mail routing updates).
We apply a light‑weight change‑approval flow (ITIL‑inspired, simplified for practicality).
On request, we perform plugin/theme updates with testing first, and time is
charged against Support hours or per our standard billing overage rate.
8) Records & Data Handling
All support activity is tracked in tickets. Tickets are retained for audit.
For significant incidents (P1/P2):
- We will communicate the root cause to you when identified
- Formal post‑mortems are not included unless agreed.
We handle personal data according to our Privacy Policy and (where applicable) DPA.
Data may be archived but is never publicly accessible.
9) Onsite Support
Onsite assistance is available within 20 km of Thessaloniki city center by arrangement and is billable unless stated otherwise in your Order Form.
10) Customer Responsibilities
Use the ticketing system first; respond to information requests promptly.
Designate a technical contact and keep contact details current.
Ensure your own content/licensing/legal compliance (we do not provide legal advice).
11) Maintenance & Emergencies
No fixed scheduled maintenance window.
Emergency maintenance may occur if required for security or stability; notice will be provided post‑event where feasible.
12) Legal Bits (Support‑only)
These Support Terms form part of your agreement with BlueBoar.
They may be updated from time to time; material changes will be announced via the portal or email.
Your continued use after the effective date constitutes acceptance.
Liability, governing law, and other general terms are set out in the master Terms of Service or your Order Form/SOW.
If you only purchase Support, these Support Terms stand alone for the Support scope.
Where to get help:
- Visit helpdesk.blueboar.eu and login with your provided credentials
- or email at helpdesk@helpdesk.blueboar.eu
| Day | Support Hours | Notes |
|---|---|---|
| Monday–Friday | 18:00–21:00 | Evening support window |
| Saturday & Sunday | 09:00–13:00 & 17:00–20:00 | Two weekend support blocks |
| P1 (Critical) | Morning coverage (best-effort) | Outside standard windows; mornings monitored for P1 incidents |
What we cover: WordPress (managed by us), DNS/SSL, mail setup & deliverability, malware cleanup, performance, small edits, basic SEO, training
| Priority | Initial Response | Workaround / Fix Target |
|---|---|---|
| P1 | ≤ 60 minutes | ≤ 120 minutes |
| P2 | ≤ 120 minutes | ≤ 72 hours |
| P3 | ≤ 72 hours | ≤ 5 days |
| P4 | ≤ 72 hours | ≤ 7 days |
Billing Policy
For ad-hoc (no-contract) support we charge €45/hour with a one-hour
minimum; after the first hour, billing is in 30-minute, round-up increments.
| Item | Details |
|---|---|
| Hours in Support Service | Never expire while plan is active. |
| Hours out of Support Service | €45/hour, billed in 1h blocks, then 30 min blocks. |
| P1 after‑hours | Included for customers on a plan. |
Contact: helpdesk@helpdesk.blueboar.eu
Portal: helpdesk.blueboar.eu