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Support

Like any software package, we offer support to help with questions relating to Blaise in any stage of the production process. This includes questions about installation, licencing, development of the questionnaire, server-issues, bugs, data-collection, data-storage and data-processing.

Support for earlier versions of Blaise will continue as described below. Statistics Netherlands will make every effort to continue to support client needs during the transition from Blaise 4 to Blaise 5 to the extent feasible given changes in operating systems and available resources.

Blaise Support Policy

Support for Blaise is classified into three levels:
Level I. This is the highest level of support and is provided for Blaise 5. Under Level I support, new builds are frequently released to repair reported problems or to add new functionality or improvements. Hot fixes can be provided for selected critical problems.
Level II. Level II support applies to Blaise 4.8 versions. Under Level II support, new builds are released to repair reported problems. Hot fixes might be provided for selected critical problems. Basic maintenance is performed for continued operational support. No new development is planned. Level II support for Blaise 4.8 will likely be discontinued in 2020.
Level III. Under Level III, no new builds are released. Only under rare circumstances and only when this is technically feasible would hot fixes be provided for selected critical problems.

Resolving Problems

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.

Where to get Support

The first point of support is the FAQ on this site.
If you can’t find the answer to your question there, try the Online Help and guides (for Blaise 4.8 or Blaise 5).
You can, of course, also send an email to our support team at This email address is being protected from spambots. You need JavaScript enabled to view it.. They’ll help where they can and if bugs are reported, they’ll try to fix them as soon as possible.

If you are located in North or South America, please contact This email address is being protected from spambots. You need JavaScript enabled to view it. if you need support.

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