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Bluelock Support

The Bluelock Support Team strives to be a true partner with you throughout your journey in the cloud. Bluelock’s approach to supporting you is to become an integrated extension of your IT team. This means we look out for you and your systems by being proactive and highly responsive to your needs. We will perform tasks for you within your environment, answer all of your questions and even intervene on your behalf with other vendors when necessary in order to drive the results you need to succeed. As an experienced, highly service-oriented managed cloud hosting provider, we have learned that IT and business professionals have different support needs for different types of workloads. For that reason, we offer flexible support options for the various workloads and environments you host at Bluelock.

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 available primarily for the production hosting platform. Bluelock will work in tandem with your team to ensure the best experience possible. A hosted environment 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 production hosting platform and most Disaster Recovery-as-a-Service (DRaaS) environments. Most clients who choose this support option have the technical skills needed to manage their environment on a daily basis. Professional Support includes fast response times, extended hours of operation, high 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 test-dev hosting platforms, non-mission critical, non-production workloads within the production hosting platform and Recoverable Cloud Backups. This support level is only appropriate for a production hosting environment if the client has significant experience with VMware tools and a depth of practical expertise in networking and firewalls.

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

Incident Response Commitments by Support Level

Response Target Condition Basic Professional Enterprise
Severity 1 – All Hours 60 minutes 30 minutes 15 minutes
Severity 2 – Primary Hours 8 hours 2 hours 1 hours
Severity 3 – Primary Hours 1 business day 4 hours 2 hours
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