We’re with you when you need us
Support with flexibility
We complement our vendors’ support offerings by giving you an additional single point of contact – a qualified engineer who fully understands your technical requirements - throughout the working week (Mon – Thurs 9.00 a.m. to 5.30 p.m., and Fri 9.00 a.m. to 5.00 p.m.)
|Severity||Status||Response Time||Escalation Time|
|1||Mission Critical||1 Hour||4 Hours|
|2||Urgent||2 Hours||1 Business Day|
|3||Mid Priority||4 Hours||2 Business Days|
|4||Low Priority||1 Business Day||1 Business Week|
More on support
The table above shows our typical response times and escalation times. Escalation will be to a senior engineer within Blue Solutions or the vendor, as required.
Like all support services, ours works best for you if you have done some preliminary troubleshooting of the problem, and if you include in your support request error messages, logs gathered, relevant screenshots, and some detail on what occurred prior to the issue.
If you want to learn more about how we can complement your existing vendor support, get in touch.