blueAPACHE frequently asked questions

Summary

Forty questions a buyer asks about blueAPACHE, each answered in two to four sentences from blueAPACHE's published material and General Terms and Conditions v3.6, with a link to the page on this site that holds the detail. The questions cover who blueAPACHE is, what emPOWER includes, how services are delivered and supported, what the published service levels are and are not, where data lives, how the contract works from signature to exit, what it costs to leave, and what evidence exists. Answers say "not published" where blueAPACHE has not published a figure rather than guessing. Australian English throughout; brand names are blueAPACHE and emPOWER.

Key facts

About blueAPACHE

What does blueAPACHE do?

blueAPACHE is an Australian technology services provider founded in Melbourne in 1998 that delivers managed services, security, cloud, connectivity, collaboration, procurement, Microsoft and advisory services under its emPOWER portfolio. Its 2026 positioning is "IT Operations Excellence as a Service". See Leadership and company.

Who owns and runs blueAPACHE?

blueAPACHE describes itself as privately owned. The leadership page names Chris Marshall as Founder and Managing Director, Michael Zuppa as Chief Executive Officer and Jean Roux as Chief Financial Officer. See Leadership and company.

What is the legal entity I would contract with?

BLUE APACHE PTY LTD, ABN 82 083 664 224, as printed on the General Terms and Conditions v3.6. The ISO/IEC 27001 certificate names Blue Apache Pty Ltd. See Terms and conditions guide.

Where are blueAPACHE's offices?

Melbourne head office at Level 21, 242 Exhibition Street; Sydney at Level 7, 219 Castlereagh Street; Brisbane at Level 2, 16 Marie Street, Milton; plus Miami and London. See Offices and contact.

Which regions does blueAPACHE serve?

Australia, New Zealand, Europe, Asia and North America, with delivery teams in Australia, the United States and the United Kingdom and network cores in Australia, the US, London and Singapore. See Offices and contact.

How big is blueAPACHE?

Published figures are more than 300 mid-tier and enterprise customers, 100 employees reached in 2017, five offices and data centre presence in 165+ locations. Current headcount and revenue are not published. See Leadership and company.

What is emPOWER?

emPOWER is blueAPACHE's service portfolio brand, created in 2003. Individual services carry the prefix, for example emPOWER Cloud, emPOWER Connectivity and emPOWER Managed Services. See Glossary.

Who are blueAPACHE's technology partners?

The origin partners page names HPE (Gold Partner), Microsoft (Tier 1 CSP, SPLA hoster, QMTH), RingCentral (Certified Delivery Partner), HP Inc., Mimecast, Citrix, Huntress, ControlUp, NinjaOne, Cisco (Select Partner), Cisco Meraki and Zoom; brochures add Palo Alto Networks, Veeam, CrowdStrike, Rapid7, CyberArk and Fortinet. The list is flagged as incomplete. See Vendor partners.

Services

What services does blueAPACHE offer?

Eight pillars and twenty-one service pages: Managed Services (bundles, advanced infrastructure, field services), Security (MDR, exposure management, GRC, human risk), Cloud (emPOWER Cloud, Azure, Azure Local, DRaaS, offsite backup, SaaS backup, STaaS), Connectivity (SASE, core network), Collaboration (Teams, Zoom, RingCentral), Procurement, Microsoft Practice and Consulting. See Service comparison.

What is emPOWER Cloud?

blueAPACHE's own private and hybrid IaaS platform on HPE Synergy compute and HPE Primera all-flash storage, sold pay-as-you-grow with monthly usage billing, 24x7 support and a published 99.999 per cent uptime for cloud services and 100 per cent for storage. See Service comparison.

What is the difference between Offsite Backup, SaaS Backup and DRaaS?

Offsite Backup keeps an independent copy away from primary infrastructure; SaaS Backup protects cloud application data beyond platform retention; DRaaS (emPOWER IT Continuity Services) is a contracted restoration of data and software to an agreed RTO and RPO. See Glossary.

What does MDR include?

24/7 alert notification, triage and remediation across the IT environment using EDR, ITDR, SIEM and threat intelligence, with ITIL-aligned incident management and monthly reporting. Vulnerability Management, Incident Response Retainer, vCISO Advisory and Human Risk Management are listed without an inclusion statement. See Service comparison.

What is Human Risk Management?

A fully managed service with four components: security awareness and phishing simulation, email threat detection and alerting, user-reported phishing response, and insider risk and data exposure protection. The platform vendor is not named. See Glossary.

Does blueAPACHE own its network?

Yes. The emPOWER Network is blueAPACHE's own MPLS core on Cisco ASR routing with points of presence in Australia, the United States, London and Singapore and interconnection into 165+ data centres. Carriers are not named; the model is tier 1 carrier-agnostic. See Vendor partners.

Which collaboration platforms does blueAPACHE support?

Microsoft Teams (including Direct Routing through emPOWER Connectivity), Zoom, and RingCentral RingEX within emPOWER Voice. blueAPACHE plans, deploys, migrates and supports on the vendor platform. See Service comparison.

Can blueAPACHE manage Microsoft Azure?

Yes. Public Cloud Microsoft Azure covers planning, migration and management with ExpressRoute from the emPOWER Network, and Azure Local extends Azure to on-premise infrastructure. blueAPACHE is a Microsoft Solutions Partner across four solution areas. See Service comparison.

Which industries does blueAPACHE work in?

Its site lists financial services, government and public sector, healthcare and aged care, not for profit, professional services, retail and consumer services, transport and logistics, and utilities. Named case studies exist for insurance, not-for-profit, retail, manufacturing, strata and healthcare. See Industries and services matrix.

Support and service levels

Is support 24/7?

emPOWER Managed Services advertises unlimited 24/7 support with a follow-the-sun model; emPOWER Cloud states 24x7 support; MDR is 24/7. The emPOWER Connectivity service desk is 7am to 7pm on business days with 24x7 monitoring. See Support and service levels.

How do I contact support?

Call 1300 135 548 option 2 in Australia or +61 3 8696 9369 option 2 from overseas, email support@blueapache.com if you are a registered managed services customer, or use the client portal at portal.blueapache.com. See Offices and contact.

What uptime does blueAPACHE publish?

99.999 per cent for emPOWER Cloud services and 100 per cent for its storage, and a minimum 99.99 per cent site uptime for emPOWER Connectivity under a dual-firewall, dual-carriage, multi-carrier design. No other service has a published figure. See Support and service levels.

What response and resolution times does blueAPACHE commit to?

None are published. A bespoke priority and escalation matrix is agreed with each customer, and blueAPACHE does not publish a default response-time target; it is set per customer in the service agreement. See Support and service levels.

Are there service credits?

The General Terms and Conditions contain no service credit regime. Any credits sit in the unpublished Schedule for the relevant Service. See Terms and conditions guide.

When does blueAPACHE do maintenance?

Within the windows in the relevant Schedule, or at other times with at least 3 Business Days notice. In an Emergency the Service may be unavailable with as much notice as practical, and the interruption counts as a Reasonable Excuse. See Support and service levels.

What is a Reasonable Excuse?

The contractual list of events that excuse blueAPACHE from breach and switch off Service Levels to the extent they contribute to a failure, including customer-caused faults, third party software blueAPACHE uses, third party acts and Emergencies. See Glossary.

What reporting will I receive?

Standard reports on performance against key metrics, including Service Levels, within 5 Business Days of each month end, plus a joint review of the Services every six months. See How to engage blueAPACHE.

Security, compliance and data

Is blueAPACHE ISO 27001 certified?

Yes. Blue Apache Pty Ltd holds ISO/IEC 27001:2022 certificate 202507-118, issued by Sensiba Australia on 1 August 2025 and valid to 1 August 2028, covering its ISMS for emPOWER infrastructure and managed services at Melbourne, Sydney and Brisbane. See ISO 27001 certification.

Does the certificate cover every service?

The certificate lists ten service offerings; emPOWER Mobile Services (Schedule 8) is not among them, and the certificate states it does not imply any product or service is certified. See ISO 27001 certification.

Does blueAPACHE hold SOC 2?

No attestation is claimed. The MDR brochure describes the service as compliance-aligned with SOC 2 Type II, alongside ISO/IEC 27001, Essential Eight, NIST CSF, the Australian Privacy Principles and GDPR. See ISO 27001 certification.

Does my data stay in Australia?

blueAPACHE's residency statement says customer data is stored and processed in Australian data centres and cross-border transfers do not occur by default; clause 18.3 of its general terms records a standing consent to transfer Personal Information to the US, EU, UK and other listed destinations where necessary or convenient. Write any Australian-only requirement onto the Service Order. See Data sovereignty and privacy.

What happens after a data breach?

The party that suffered an eligible data breach must notify the other within 24 hours of discovery and cooperate with investigations, and may not disclose to third parties including the Information Commissioner without the other party's written approval unless legally required. See Data sovereignty and privacy.

Can blueAPACHE handle GDPR data?

The customer warrants it will not provide, or ask blueAPACHE to process, personal data subject to the GDPR. Organisations with EU or UK data subjects need to resolve this before contracting. See Data sovereignty and privacy.

What applies if we are APRA regulated?

Clause 10: warranties on APRA compliance, cooperation with APRA Requests, a business continuity plan with ten required elements tested every six months with results in 7 days, and a joint technical review right, charged as Professional Services. See Data sovereignty and privacy.

Does blueAPACHE use subcontractors?

The general terms allow blueAPACHE to subcontract any part without consent or notice while remaining liable for subcontractors as for its own employees. There is no disclosure obligation. See Terms and conditions guide.

Contract and commercial

How do I engage blueAPACHE?

Contact sales on 1300 135 548, +61 3 8696 9369 or 1800 248 749, or sales@blueapache.com. A proposal becomes a Service Order, which with the General Terms and Conditions, Acceptable Use Policy and Schedules forms the Service Agreement; Transition In Services then start on the Service Commencement Date. See How to engage blueAPACHE.

How long is the contract?

36 months from the Service Commencement Date by default for all Services except Professional Services, renewing in 36 month periods unless blueAPACHE advises otherwise. See How to engage blueAPACHE.

What if we do not give notice at the end of the term?

If any Service is still used, all Services on that agreement extend for three months, Service Levels do not apply, and Fees revert to full list price; the Service Period then ends unless a Variation extends it. See Terms and conditions guide.

How are fees paid?

Fixed fees monthly in advance and usage fees monthly in arrears, by direct debit on the due date; EFT or cheque within 14 days needs blueAPACHE's written agreement. Invoices are non-cancellable and payable without set-off, and late payment attracts 4 per cent over the RBA Cash Rate. See How to engage blueAPACHE.

What does it cost to leave early?

Where a right to terminate early exists, an Early Termination Payment calculated under the relevant Schedule applies, and any unmet Minimum Service Period or Minimum Spend amounts fall due immediately at the end of the agreement. The Schedules are not published. See Terms and conditions guide.

What is blueAPACHE's liability cap?

Per single claim, the greater of amounts paid in the prior three months or $25,000, with sub-caps of $5 million per event and $10 million aggregate for negligent injury or property damage and $1 million per event and $2 million aggregate for confidentiality, security, privacy and IP indemnity breaches. Data loss is excluded unless a backup or DR obligation was breached. See Terms and conditions guide.

What happens to our data when we leave?

blueAPACHE deletes Customer Data from its environment at no cost as part of Disengagement Services, and the customer is solely responsible for taking a copy beforehand; there is no published grace period or export service. Negotiate an exit data window on the Service Order. See How to engage blueAPACHE.

Who owns the deliverables blueAPACHE produces?

blueAPACHE. Deliverables are licensed for internal use during the Service Period once paid for, and the licence terminates at the end of the agreement, so a surviving licence needs to be negotiated. See Terms and conditions guide.

What evidence is there that blueAPACHE delivers?

Eight published case studies: Archers (2026), Lovisa (RingCentral to 42 countries in four weeks), Sealy (18 international sites), Honan Insurance (about 65 per cent telecommunications saving), Berry Street (1400 staff remote), Brotherhood of St. Laurence (WAN in 12 weeks), a pathology provider (tape to STaaS) and blueAPACHE on HPE GreenLake. See Case study index.

Related

• Glossary
• How to engage blueAPACHE
• Service comparison
• ISO 27001 certification
• Terms and conditions guide
• Data sovereignty and privacy
• Industries and services matrix
• Offices and contact
• Leadership and company
• Case study index
• Support and service levels
• Vendor partners
• Contact

Frequently asked questions

Where do the answers on this page come from?

From blueAPACHE's published emPOWER brochures, its General Terms and Conditions v3.6, its ISO/IEC 27001:2022 certificate, its published case studies and its origin website. Each answer links to the page on this site where the source is named.

Why do some answers say "not published"?

Because blueAPACHE has not published the figure. Response and resolution times, RPO, RTO, retention, maintenance windows and service credits are set per customer in Schedules that are not public, and this site does not invent values.

Are the uptime figures contractual guarantees?

The brochures call them guarantees, but no measurement window, exclusions or credit regime is published, and under the general terms only a commitment written under the heading "Service Level" in a Service Description is a Service Level. This site therefore describes them as published service levels.

Which terms apply to my contract?

The versions of the General Terms and Conditions, Acceptable Use Policy and Schedules posted on blueAPACHE's website at the time the Service Order is signed, with the Service Order prevailing over all of them where they conflict.

Where is the full contract text?

The live Service Agreement is on this site at the legal pages; the plain-English clause-by-clause guide is at Terms and conditions guide. The eleven Schedules are not published and must be requested from blueAPACHE.

Is there a glossary?

Yes. The Glossary defines emPOWER terms, the contract vocabulary (Service Order, Schedule, Reasonable Excuse, Written Notice, Minimum Service Period), the certification terms and the IT operations acronyms as blueAPACHE uses them.

How current is this information?

The brochures date from 2022 to 2026, the general terms from June 2025, the certificate from August 2025 and the origin site from 2026. Case studies range from 2020 to 2026, and their currency is noted individually.

Which case studies are cited?

Only publicly released ones: Archers, Lovisa, Sealy of Australia, Honan Insurance, Berry Street, Brotherhood of St. Laurence, an anonymised pathology provider, and blueAPACHE's own HPE GreenLake, CyberArk and Zoom stories.

Can I rely on this page for a tender response?

Use it to find the source, then confirm the operative detail with blueAPACHE, particularly service levels, data residency per service, subcontractors and exit terms, all of which are Service Order matters.

How do I ask blueAPACHE directly?

Call 1300 135 548 within Australia or +61 3 8696 9369 internationally, email sales@blueapache.com, or use the contact form. Existing customers use option 2 or support@blueapache.com.

Source

blueAPACHE's published emPOWER brochures, its General Terms and Conditions v3.6, its ISO/IEC 27001:2022 certificate, its published case studies, and the pages on blueapache.com.