Helpdesk and Support

 

ITHelpThe Blueloop online Help Desk is the foundation for all levels of our Packaged Services and helps build a relationship with our clients. It provides a 24/7 portal to and from our team. Clients can log problems, track statuses, upload attachments and search for previous solutions.

The recently improved Blueloop online Help Desk is used to record all our client support calls. You can log a call yourself online or send us an email or call our support line. All three methods result in a new service call being raised and this will set off the process for call escalation and resolution. You can pick the service level for the call as well, after all you know your priorities. If you raise an emergency call with us then we will respond within 30 minutes. Your call is escalated to senior management automatically whatever the time of day.

Blueloop has invested in world class support tools to ensure we deliver effective support regardless of where you are working or, for that matter, where we are working. Whether you are running Windows, Linux or Mac we can remotely control your system and take a look at the problem with you, even mobile phones. You can show us what you need and we can make it happen, right in front of your eyes.

There are always times when Onsite Support is the best approach to resolving a problem or deploying a solution. Blueloop's objective is to be there promptly, convenient for our clients, and for our technicians and consultants to be professional, personable and to meet our customers’ high expectations.

All system and user credentials, passwords, account codes, license details and login details for our customers' systems and applications are stored within our Keepass secure password vault.

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