Blaise® License Plans include product support by email for questions concerning installation, software upgrades, syntax, functionality, appropriate use, and technical questions as stated in the Blaise License Agreement.
In addition to the support included with a Blaise License, Westat offers additional fee-based support, including Blaise Training and other consultation.
For license holders, other types of support may be offered on a fee basis, including on-site training courses and other consultation or training on the Blaise product. Contact Blaise Services at Westat to discuss additional support requirements.
Westat offers standard training courses for Blaise at its training facility in Rockville, Maryland. See Blaise Training for a calendar of scheduled courses and prices.
In addition, Blaise training is also available at the client's location. Contact Blaise Services at Westat to discuss on-site training requirements.
Support for Blaise is classified into three levels:
When a new major or minor version of Blaise is released as a production release, customers are encouraged to move to that version whenever possible. The version prior to the latest PR will be kept on Level I support for 1 year before it is moved to Level II.
Level II support is maintained for 2 years. When a release is moved to Level II, other releases with Level II support for which the 2-year period has expired will be moved to Level III. After 3 years of Level II support, a release will be automatically shifted to Level III support. Note that Blaise 4.6 will be automatically moved to Level III on May 31, 2009.
Due to the complex nature of software development and operating environments, the time that it will take to resolve a problem cannot be guaranteed. Any problems will be resolved as expeditiously as possible. When needed, additional information will be requested, such as application source code and data sets. All data provided will be handled in a secure environment and will only be used for analyzing and debugging a reported problem.
While every attempt will be made to provide fixes for serious problems, there may be cases where it is impractical or impossible to generate a fix due to compatibility issues or the potential for introducing unwanted side effects.