Contacting Bluelock Support
During implementation, clients designate representatives who are authorized to open cases with Bluelock Support by submitting an Authorization Control Form. All approved representatives must be listed with email and phone contact information in our records.
Two Ways to Access Bluelock Support
You may submit cases to Support by logging into your NetSuite account and going to the Customer Center. This is the place to open a new case or respond to an existing case.
Calling 888–402–BLUE (2583) option 3 will route you to the Bluelock Support phone queue. Phone contact is available for Professional and Enterprise Support packages. Please note the Primary Coverage Hours for the appropriate Support Level. After hours support calls are routed to on-call support personnel for Severity 1 issues. All other calls will be translated into a case and submitted for Bluelock Support to evaluate the following business day.
Creating a Support Case
Because helping Bluelock Support Administrators provide the best service is a part of the partnership, individuals designated in the Authorization Control Form are the only personnel who can submit cases.
All clients have access to the Customer Center and have the ability to create support cases.
Because Professional and Enterprise Support includes phone support, cases regarding VDCs with either support level can call the support line (888-402-2583 option 3) and a Support Administrator will create the case for you.
When a case is created, you will receive an electronic confirmation of the case and its unique number for tracking purposes.
Regardless of the method used to create a case, any detailed information provided (such as a specific error message) could have a significant impact on how quickly the issue is diagnosed and resolved.
Also, by providing the correct information when submitting a ticket, we are able to direct the issue to the correct person and with the appropriate sense of urgency. Our case management system will allow you to monitor the progress of response and resolution with each case.
Information Requested When a Case is Created:
- Severity level of the issue (see below)
- Your best contact method (if you have a preference)
- Issue or problem description
- What were you trying to do?
- When did it happen?
- Exact text of any error messages
- Versions of any interacting tool or licenses
- Results of any diagnostic details you have
- Impact on your system and business operations
Severity levels provide an indication of the urgency of an issue and help us respond effectively. Categorizing severity levels incorrectly hinders the overall case-handling process and can adversely affect the client. When a case is created, the severity level must be determined. Severity level of an issue may be changed as business conditions evolve. Bluelock may also change the severity level if it doesn’t meet the stated criteria or if business conditions change.
We will work a severity 1 issue around the clock for Professional and Enterprise Support if the client has a technical resource available to work with us until:
- A resolution or workaround is in place and business impact has been mitigated
- The severity is downgraded
Severity Level Definitions:
- Severity 1 – Service outage, no access to client's application, immediate action required
- Severity 2 – Service interruption, degraded access to client's application, vCloud® Director UI outage
- Severity 3 – Issue, access not affected, no immediate action required