Support | blueAPACHE Service Desk & Client Portal

Summary

Existing blueAPACHE customers reach the Australian-based Service Desk by calling 1300 135 548 (Australia) or +61 3 8696 9369 (international) and selecting option 2, by emailing support@blueapache.com if they are a registered managed services customer, through the emPOWER client portal, or via the remote access tool for guided sessions. This page sets out the support channels, the hours that apply to each emPOWER service as blueAPACHE publishes them, who sits on your account team, how to raise an incident and what happens to it, what monitoring and reporting you get, and what a new customer should expect during transition-in under the General Terms and Conditions. blueAPACHE does not publish default response or resolution targets; they are set per customer in the priority and escalation matrix and the service agreement.

Key facts

Support channels

Phone. Call 1300 135 548 within Australia or +61 3 8696 9369 from outside Australia and select option 2. The origin page states calls go to an Australian-based Service Desk where a Level 2 Service Consultant or Specialist Engineer can manage and resolve the request, and that calls should be made during the customer's agreed support hours.

Email. support@blueapache.com is monitored by the Service Desk and is provided for registered managed services customers. The origin page advises calling rather than emailing for anything urgent so that impact and priority can be explained.

Client portal. emPOWER clients log in at portal.blueapache.com to lodge and track requests, review updates and communicate with the team. Customers who should have access but lack login details are told to contact blueAPACHE.

Remote access. blueapache.rmmservice.com.au/connect opens a guided remote session with a service specialist. The support team initiates this when a request requires it.

Monitoring-initiated contact. For managed and network services, blueAPACHE's own monitoring raises alerts; the Managed Services brochure describes proactive monitoring with predictive capacity management, and the Network brochure states customers are given access to the same monitoring tools blueAPACHE uses.

Hours and scope, per service

blueAPACHE publishes two different support windows; both are stated here with their scope.

The origin support page's phrase "during your agreed support hours" governs: the window in a customer's Service Order and Schedule prevails over the brochure statements.

Who is on your account team

Each managed services customer is assigned a team with four distinct accountabilities. Knowing which one to approach saves a round trip.

Commercial questions and contract changes go to the Account Executive; service quality, reporting and escalation go to the Service Delivery Manager; technical design and platform questions go to the Technical Account Manager. Day-to-day incidents go to the Service Desk rather than to any individual, so they are tracked and prioritised against your matrix.

Under the General Terms each party also appoints an Account Representative with authority to make binding decisions on day-to-day matters, and the parties meet every 6 months to review the services.

How to raise an incident and what happens next

1. Call the Service Desk and describe the business impact, urgency, affected users or service, when it started and any error messages; the origin page lists these as the details that let the desk assess and route the request.
2. The desk classifies the incident against the customer's priority and escalation matrix. The Managed Services brochure states this matrix is developed with each customer and dictates how the desk treats each incident type, giving the example of a business-critical system receiving greater alert thresholds and higher prioritisation.
3. Level 2 consultants or specialist engineers work the incident; the Global Capabilities Brochure states the escalation process "focuses on swift and conclusive issue resolution" and that engineers are empowered to resolve problems immediately.
4. blueAPACHE measures Service Levels using its own tools and, under clause 3 of the General Terms and Conditions, the results are final and binding on the customer; service credits or remedies, where they exist, come from the relevant Schedule, not the General Terms.
5. Service Level failures caused by a Reasonable Excuse, including an Emergency interruption, are excluded.

If you are dissatisfied with a particular individual's performance or conduct, raise it with the blueAPACHE project manager. Under clause 3.2 you may then require that person to be removed from your services, and blueAPACHE must promptly replace them at its own cost.

blueAPACHE does not publish a default response-time or resolution-time target, so any figure must come from the customer's own contract.

Monitoring, reporting and what you can see

Managed services customers get access to a managed services portal and toolset covering monitoring, alerting and capacity baselining. The published functions are:

• Management and reporting — system monitoring reviews, system resource usage, and reporting across servers, desktops and networks, co-authored by blueAPACHE experts rather than generated unattended
• Lifecycle management — network, server and desktop management across the full lifecycle of infrastructure and devices, from provisioning through patching to maintenance
• Environment reviews — regular reviews highlighting key issues, with predictive capacity monitoring to manage growth before it becomes a constraint
• Remote monitoring and management — tooling for servers and endpoints that drives automated patching and compliance

Separately, the General Terms require blueAPACHE to provide standard reports on performance against key metrics, including Service Levels, within 5 Business Days of the end of each month. Samples are available on request, and additional reports can be agreed at additional fees. blueAPACHE must also keep books and records for the term and 7 years afterwards, and you may audit those records on 5 Business Days' notice, or 1 Business Day where a regulator or legislation requires it.

Planned maintenance and emergencies

Scheduled maintenance is performed with best efforts within the window set in the relevant Schedule; maintenance outside that window requires at least 3 Business Days' notice. In an Emergency blueAPACHE gives as much notice as is practical, the service may be unavailable, and blueAPACHE uses best efforts to restore it as soon as possible.

A separate suspension regime exists under clause 3.26, where blueAPACHE may suspend or cancel a service because a contractor withdrew it, it reached end of life, it became impractical for legal or regulatory reasons, or continuing would compromise the security of the blueAPACHE environment. Notice there is "as much as is reasonably possible in the circumstances", and you do not incur fees during that suspension. The service agreement page sets out how that differs from suspension for your own breach, where fees continue to run.

What a new customer should expect during onboarding

Clause 8 of the General Terms and Conditions sets the Transition In Services that begin immediately after the Service Commencement Date: blueAPACHE provides the date the services will commence; starts a due diligence process to collect the information on the systems and services to be supported; where applicable configures its monitoring platforms to report on availability and performance of the systems it manages; provides documentation on how to interact with and use its support services; agrees a regular meeting and reporting schedule; performs any additional transition services in the Schedule; and advises the customer when the services are ready to use. The customer must promptly supply details such as firewall and network connectivity, passwords and access codes and its procedures, and review and approve the documentation in a timely manner.

Two customer-side obligations start at the same time. You must comply with blueAPACHE's security policies and directions as reasonably requested by its security manager, and promptly report any suspected security compromise. And unless a Service Description says blueAPACHE is responsible, you must install, configure and operate anti-virus software on all equipment interfacing with the services.

At the end of the Service Period, clause 9 obliges blueAPACHE at no cost to remove or delete customer software and data from its environment and perform the listed disengagement steps; the customer is solely responsible for taking a copy of all Customer Data before expiry or termination, and additional disengagement services are quoted separately. The General Terms do not state a grace period before deletion, so an exit data window should be negotiated on the Service Order.

Keeping the operational record useful

Retain business impact, affected systems, timestamps, approvals and the point of restoration. Compare the record with the agreed service scope and measurement rather than treating generic support hours as a response target. Billing and contractual disputes have separate notice and evidence requirements. The reporting and dispute provisions explain those paths; an operational escalation should not be assumed to preserve every contractual deadline.

Sources and scope

This section connects the sources identified on this page with the KB service-scope catalogue and the terms and conditions guide. Comparison and planning points describe matters to settle for a proposed engagement, not additional service inclusions or new case-study results.

Related

• Contact
• Managed services
• Managed service bundles
• Connectivity
• emPOWER Cloud
• Managed detection and response
• Service agreement
• Support and service levels
• Privacy policy
• Archers case study

Frequently asked questions

How do I contact the blueAPACHE Service Desk?

Call 1300 135 548 within Australia or +61 3 8696 9369 from outside Australia and select option 2. Registered managed services customers can also email support@blueapache.com or lodge a request in the emPOWER client portal at portal.blueapache.com.

Is support available 24 hours a day?

For emPOWER Managed Services, the brochure states unlimited 24/7 help desk support, staffed in Australia during business hours and by blueAPACHE's global team after hours. For emPOWER Connectivity, the service desk operates 7am to 7pm on business days while network monitoring runs 24x7. Your own agreed support hours are in your Service Order and Schedule.

What is the response time for an incident?

blueAPACHE does not publish a default response or resolution target. Each customer has a priority and escalation matrix agreed at onboarding, and any committed targets sit in the customer's Schedule and Service Order. Service Level measurement is done by blueAPACHE's tools and is binding under the General Terms.

Who should I contact about what?

Commercial and contractual matters go to your Account Executive, service quality and escalation to your Service Delivery Manager, technical delivery to your Technical Account Manager, and individual incidents to the Service Desk so they are tracked and prioritised.

How do I report a business-critical outage?

Phone the Service Desk rather than emailing, and state the business impact and urgency. The desk prioritises against your escalation matrix; a business-critical system is the brochure's own example of an item that gets higher prioritisation and tighter alert thresholds.

What reporting do I get?

Standard reports on performance against key metrics including Service Levels, within 5 Business Days of month end, plus the managed services portal covering monitoring, alerting, capacity baselining, lifecycle management and environment reviews. Additional reports can be agreed at additional fees.

What can the help desk help with?

The Managed Services brochure describes unlimited access to technical experts spanning desktop, server, telephony, networking, cloud, backup and security. The exact scope for your organisation is whatever is in your service agreement.

Does blueAPACHE outsource its help desk?

No. The Managed Services brochure states that no part of the help desk is outsourced. Business hours staff are in Australia; after-hours coverage comes from blueAPACHE's own teams in other regions.

Can I have a particular engineer taken off my account?

Yes. Raise it with the blueAPACHE project manager first. If you remain dissatisfied you may require that individual to be removed, and blueAPACHE must promptly replace them at its own cost under clause 3.2.

What happens in the first weeks after signing?

Transition In Services start immediately after the Service Commencement Date: confirmation of the start date, due diligence on your systems, monitoring configuration, documentation on how to use support, an agreed meeting and reporting schedule, then notice that the services are ready. You will be asked for network, firewall, credential and procedural details promptly.

How much notice does blueAPACHE give for maintenance?

At least 3 Business Days for maintenance outside the window in your Schedule. Maintenance inside the window follows the Schedule. In an Emergency, notice is as much as is practical and the service may be unavailable while it is restored.

What if I cannot log in to the client portal?

Contact blueAPACHE by phone or email; the origin page says the team will confirm access and direct you to the right channel. Portal access is for emPOWER clients.

Can I get my data back when I leave?

You are responsible for taking a copy of all Customer Data before the agreement expires or terminates; blueAPACHE then deletes it from its environment at no cost. Customer Records must be provided within 10 Business Days of a request during the term. Negotiate a specific exit data window and format on the Service Order because the General Terms do not state one.

Source

Drawn from blueAPACHE's published support page on the origin site, the emPOWER Managed Services, Connectivity, Network and Cloud brochures, the emPOWER platform overview and the Global Capabilities Brochure, together with the General Terms and Conditions v3.6 covering service delivery and service levels, transition-in and disengagement, reporting review and audit rights, scheduled maintenance and emergencies, service suspension and cancellation, and customer obligations. Response and resolution targets are not published by blueAPACHE and are not inferred here.

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