Bluelock

Bluelock Support

The Bluelock Support Team wants to be your partner as you journey to the cloud. Bluelock’s general approach to support is to become an extension of your IT team. This means performing tasks in an environment, answering questions and even intervening on your behalf with other vendors when necessary. As a leader in enterprise cloud Infrastructure-as-a-Service solutions, we have learned IT and business professionals have different support needs for different types of workloads. For that reason, Bluelock offers flexible support options for different VDCs.

Support Levels

Enterprise Support

Enterprise Support is intended for highly complex, multiple or dynamic production environments that require engineers with experience in managing a multi-tenant virtual environment. This support level is only available in the 5-Series Virtual Datacenter platform. Bluelock will work in tandem with your team to ensure the best experience possible. VDCs with this package can expect the fastest response commitment, priority in the queue for requests and escalation avenues if you believe greater attention 
is necessary. Both email and phone support is available. This level is the most inclusive of advanced support activities and professional services.

Primary Coverage Hours: Monday–Friday, 7:00 am–1:00 am ET and Saturday, 7:00 am–4:00 pm ET excluding holidays.

Professional Support

Professional Support is intended for general workloads within the 5-Series Virtual Datacenter platform. This support level assumes you have an appropriate level of technical skills to manage your environment on a daily basis. Professional Support includes Basic Support plus faster response times, extended hours of operation, higher support queue priority and assistance with a range of technical issues. Both email and phone support is available. Some advanced support activities and additional services are available, but will be billed at an additional cost.

Primary Coverage Hours: Monday–Friday, 8:00 am–9:00 pm ET excluding holidays.

Basic Support

Basic Support is intended for 2-Series Virtual Datacenter platforms and non-mission critical, non-production workloads within the 5-Series Virtual Datacenter platform. This support level is only appropriate for a 5-Series VDC if the client has significant experience with VMware tools and a depth of practical expertise in networking and firewalls. Basic support receives a lower case priority than the other support levels; therefore our committed response time is longer. Phone support is not included in Basic Support and a narrower range of support for technical issues is included. Workloads that do not require fast response times are most appropriate for Basic Support.

Primary Coverage Hours: Monday–Friday, 8:00 am–5:00 pm ET excluding holidays.

Incident Response Commitments by Support Level