Service Desk Interaction and BAU
The SMC is available 24x7x365, with offices in the US, UK and Australia.
To log a non-critical request with us you can email email@example.com. To report a P1 or P2 Incident, problem or request for change please call the service desk.
Inside US business hours, your first escalation point would be the Regional Support Manager, your second point will be your Service Delivery Manager, and the 3rd escalation point will be the Director of Support. The contact details for these people are in your Welcome Pack.
Outside of business hours, please call into the Service Management Center, at which point you can speak with the on duty Regional Support Manager, as an escalation beyond them, please contact your Service Delivery Manager.
Where possible, your ticket will be dealt with by somebody in the same time zone. Although Incidents can happen at any time, so our Global Team will respond to triggers within your monitored environment.
Information is stored within our secure document management system.
We have offices in the US, the UK and Australia.
This is service dependent – however travel to site is available if required, although it is rare that this is necessary.
Yes, we are fully certified under ISO27001.
Yes, you can. If you would like to see our SMC team in action you can visit our Dallas offices to meet the team.
This will be detailed in your final agreement, please see your documentation.
Yes – if bluesource is not advised 90 days before the contract end date that renewal is not required.
90 days before contract end.
Yes, via Support Bundles.