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Bluelock Support

We’re here to help you succeed

Bluelock’s support team consists of certified experts constantly focused on the safety of your data and the uptime of your systems. With many other technical support organizations, you may be used to submitting your logs and waiting hours or days to get your tough, but mission-critical issues dealt with. You won’t have that issue with Bluelock. Our frontline support team is relatable to Tier 3 support personnel. Nearly all ticket resolution occurs through one call and is handled by the first expert you engage, no matter the complexity.

Our clients appreciate the lengths our support team goes to in building relationships so that we can anticipate their needs and extend their own expertise. We realize we are not the typical support organization. We don’t simply listen to error messages and add capacity so the current problem goes away, we ruthlessly seek to solve what could be the bigger issue. When we need to navigate among multiple vendors on behalf of our clients, we do.

BASIC PROFESSIONAL ENTERPRISE
Initial Response Times:
Severity 1 Support – All Hours
60 Minutes 30 Minutes 15 Minutes
Initial Response Times:
Severity 2 Support – Primary Hours
8 Hours 2 Hours 1 Hour
Initial Response Times:
Severity 3 Support – Primary Hours
Ulimited Unlimited Unlimited
Named Contacts Within
Client’s Organization
Ulimited Unlimited Unlimited
Bluelock Expert Available by Phone 24×7 for Severity 1; 8am-5pm
EDT for Severity 2 & 3
24×7 for Severity 1; 7am-8pm
EDT for Severity 2 & 3
24×7 for Severity 1; 7am-1am
EDT for Severity 2 & 3
Escalation Handling Priority
Service Now (Technical Support
Access, Service Requests)
Billing & Subscription Management
& Support
Direct Access to Senior Cloud
Support (Solution Engineers)
Audit & Compliance Support
Access to Customized Services
Access to Consultations & Support
for Bluelock Partner Technologies
Advisory Services
Business Objectives Reviews
On-Site Audit Assistance
of Bluelock Data Centers
Contract Change Assistance
Instructor-Led User Training One-Time Recurring Recurring One-on-One
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