Getting help with Blastnes
Amélie Dubois (Head of Support) and one part-time colleague handle every ticket. Median first-response is under 90 minutes during business hours; the SLA commitment is 4 business hours, and we've met it every month since we started tracking in 2024.
How to reach us
- Email: support@blastnes.org — replies in the language you wrote in (FR, EN, ES, IT, PT).
- Phone: +33 1 84 25 78 40 — human, weekdays 09:00–18:00 CET. Voicemail outside those hours is checked at 09:00.
- Data protection requests: dpo@blastnes.org — RGPD access/deletion/portability answered within 30 days.
Business hours and SLA
Weekdays 09:00–18:00 CET, excluding French public holidays. First response SLA: 4 business hours. Incident SLA (module unavailable for the whole portfolio): 1 hour first response, 4 hours full resolution or workaround. Outside business hours, tickets are queued and processed at 09:00 the next business day.
What to include in your first email
To keep the ping-pong short:
- The email associated with your Blastnes account (usually the same as your Lodgify Login email).
- Which module the issue relates to — or "onboarding" if it's before you've picked anything.
- What you were trying to do, what you expected to happen, what actually happened.
- Screenshot if the issue is visible; if not, timestamp and rough time zone so we can find it in the change log.
Escalation
If a ticket has not been resolved to your satisfaction within 5 business days, escalate to Camille Fournier (CEO) at contact@blastnes.org. She reads that inbox personally.