Bluelock Blog

Frequently Asked Questions: Bluelock Upgrades Customer Support Options

June 19, 2013 by Diana Nolting

Bluelock wouldn’t be as successful as it is today without the input and guidance of our customers. Many of our best products were sourced and perfected based on feedback from clients just like you, people who use the Bluelock cloud daily and know exactly what they want. 

As Bluelock has grown, matured and evolved, we’ve heard your suggestions and feedback regarding our customer support logistics and we’ve now hit the tipping point to be able to make the most effective changes to the support system logistics. Developed based on customer feedback and suggestions, Bluelock is proud to announce the implementation of Bluelock Support Tiers.

Bluelock Support Tiers will replace your existing one-size-fits-all Bluelock support package. As your contract renewal comes up, you will be contacted individually to discuss your future options. We’ll listen to your needs, consult your historical use of support and help you determine which is the right fit for your organization. Many customers have already made the switch and the feedback has been positive.

As with any change, we expect our customers to have questions. Here are some of the most frequently asked questions regarding the new support model.

What are the three support tiers?

Bluelock customers can choose between three support tiers, each increasing in amenities. Bluelock Basic Support is intended for 2-Series Virtual Datacenter customers or those who host non-critical applications in a 5-Series Virtual Datacenter. In this base level only web support is provided, and response is targeted within eight hours for level 2 severity tickets between 8 a.m. – 5 pm. (local time) Monday – Friday. Basic, instructor-led training is included. This bare-minimum support level was created at the request of customers who did not want to pay for premium support for applications that are test/dev or expendable.

The mid-tier support level is Bluelock Professional Support. Professional Support is intended for general workloads within the 5-Series Virtual Datacenter (VDC) platforms. Support response at this level is targeted within two hours for level 2 severity tickets between 8 a.m. and 9 p.m. (local time) Monday – Friday, excluding holidays. Support access includes web, phone and live-screen.

The highest level of support, Bluelock Enterprise Support, is available for business critical, highly complex or dynamic production environments. Enterprise Support targets a one hour response for level 2 severity tickets from 7 a.m. – 1 a.m. (local time) , Monday- Friday and 7 a.m. – 4 p.m. (local time) on Saturdays, excluding holidays. Customers have access to phone, web and live screen support.

With all levels of support the targeted response times vary based on the ticket severity level. Please consult your Bluelock Support Reference Guide for targeted times, or contact your account representative. 

What happens if I have a “Severity 1” level problem?

Regardless of the support tier purchased, any customer with a “Severity 1” level ticket of the highest importance will be given full access to phone, web and live support as well as given the fastest targeted response time possible and tickets are sorted in priority order.

Bluelock remains committed to being an extension of your own IT staff and the level of support you purchase will not cause our team to treat your team with any less respect or concern during an event. However, the support tier levels do allow Bluelock to prioritize secondary and tertiary requests that enter the support system.

How do I connect with the Bluelock support team?

As counter-intuitive as this may sound, regardless of support tier purchased, the easiest way to connect to the Bluelock Customer Support team is through Bluelock’s online support ticketing system (NetSuite).

Due to the number of questions and tickets that come through Bluelock Customer Support, our online support ticket is the easiest and fastest way to get a hold of someone to work with you to resolve your request. Support tickets are the way response time is tracked and it’s the best way to ensure your question or concern is being addressed. If you pay for a support tier that includes phone support your concern will still be addressed, but our online support ticketing system is still the fastest, easiest way for the team to get to your concerns.

Contacting Support>>

When I have a problem, I usually just email Karen directly. Can’t I just do that?

Regardless of which dedicated member of our support team you typically work with, the fastest and most efficient way to get your case heard is to submit an online support ticket.

Once a ticket comes through the support queue it is assigned to the individual available the fastest with the most experience dealing with your particular concern.  By trying to email an individual directly for help they may not see your issue until after they have worked their way through the queue that is in front of him or her.

We have an entire team of dedicated support staff eager to work with your team and we encourage you to submit requests through our online support ticketing system to ensure the fastest, most comprehensive response.

If I only purchase Basic Support, can I still call you on the phone?

Phone support is not available for severity level 2 or 3 tickets when you purchase Bluelock’s Basic support package.  This package is designed for non-critical and 2-Series VDC workloads that do not require time-sensitive responses, so if you anticipate needing phone or faster support, or Saturday and after hours support, you should consider the Professional or Enterprise support tier options.  

When do I need to make this change?

These changes will begin at your contract renewal time. Prior to contract renewal, a representative from the Bluelock team will reach out to you to explain your options, take your support history into consideration and help you choose the best tier for your needs.

How do I pass this new information on to my team?

It’s important your entire team understands the changes that are occurring with this shift.  Any team member on your side who may deal with Bluelock-hosted workloads or may need to contact support should be aware of the new changes.  We recommend your team review the Bluelock Customer Support Reference Guide. If you need additional copies please contact Bluelock support or your account representative. The Bluelock team is happy to answer any questions or concerns you have through this process.

You won’t be making this change alone.  When the time comes for your team to make the switch from the legacy one-size-fits-all support system a Bluelock representative will reach out to you and work with you throughout this process. In the interim if you have questions, please feel free to reach out to Bluelock Vice President of Client Development Brian Wolff or Engagement Manager Renee Mickler with any questions you may have. 

If you’re not currently a Bluelock customer and wish to learn more about Bluelock’s support options, please visit http://www.bluelock.com/cloud-support/.

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