Thank You

Summary

This page is shown after a form is submitted on blueapache.com and confirms that the enquiry has been received and that a member of the blueAPACHE team will review it and respond. blueAPACHE publishes no response-time commitment for enquiries.

This directory version adds what a sender can do while waiting: which number to call if the matter is urgent, how existing customers should raise support requests instead, where the offices are, and — for anyone who may go on to become a customer — what the published General Terms actually commit blueAPACHE to in the first weeks, and the two contractual details most often discovered too late.

Key facts

What happens next

The origin page states that a member of the team will review the enquiry and get back to you as soon as possible. The contact page adds that a blueAPACHE specialist will help identify the right next step based on what you want to achieve.

No response time is published, and none is inferred here.

If you cannot wait

Call 1300 135 548 within Australia or +61 3 8696 9369 from anywhere. For sales specifically, 1800 248 749.

Existing managed services customers with an incident should not use the enquiry form at all — call and select option 2 for the Service Desk, or email support@blueapache.com. The Service Desk prioritises against your agreed escalation matrix; a web form does not. See Support for coverage hours by service.

Contact points by region

Offices: Melbourne (Level 21, 242 Exhibition Street), Sydney (Level 7, 219 Castlereagh Street), Brisbane (Level 2, 16 Marie Street, Milton QLD 4064), Miami (382 NE 191st Street) and London (128 City Road, EC1V 2NX).

One discrepancy to note: the Global Capabilities brochure gives the UK number as +44 20 3280 2679 while the origin contact page prints +44 203 280 2670. They differ in the final digit. Confirm before dialling from the UK.

What a first conversation is worth preparing for

The contact page asks what you would like to achieve or where you need support. The inputs that make a first conversation productive:

• Your current environment — what runs where, and what is already outsourced
• User and site counts, and where they are
• Which services are of interest: managed services, security, cloud, connectivity, collaboration, procurement, Microsoft, advisory
• Any compliance requirements — ISO 27001 alignment, ASD Essential Eight, APRA obligations, data residency
• Your renewal or exit dates on incumbent contracts, because they set the real timetable

If you go on to become a customer

This is the part the thank-you page does not cover and a prospective customer usually wants to know. It comes from blueAPACHE's published General Terms and Conditions v3.6.

What blueAPACHE must do immediately (clause 8.1)

Immediately following the Service Commencement Date, blueAPACHE performs Transition In Services:

• Notifies you of the date the Services will commence
• Begins a due diligence process to collect the information needed on the systems and services to be supported
• Where applicable, configures its monitoring platforms to monitor and report on the availability and performance of the systems it is managing
• Provides documentation on how to interact with and use its support services
• Agrees a regular meeting and reporting schedule
• Performs any other Transition In Services set out in the Schedule
• Advises you once the Services are ready to use

The Transition Period is the period during which those services are provided, as set out in the relevant Service Order.

What you have to do (clause 8.2)

Promptly provide the details blueAPACHE reasonably requests to initiate support — firewall and network connectivity details, passwords and access codes, and details of your own procedures — and review and approve the documentation blueAPACHE provides during transition in a timely manner. Transition stalls on this more often than on anything technical.

What you are actually signing

A Service Agreement is four documents, as posted on blueAPACHE's website at the time it is entered into: the Service Order, the General Terms and Conditions, the Acceptable Use Policy, and the applicable Schedules for the services on the Service Order.

Where they conflict, the order of precedence is strict:

1. Service Order (highest)
2. General Terms and Conditions
3. Schedules
4. Acceptable Use Policy (lowest)

The practical consequence: the Service Order overrides the General Terms where they conflict, which is why service-specific commitments are negotiated onto the Service Order rather than argued from the general terms later. If something matters to you, it belongs on the Service Order.

One asymmetry worth knowing: blueAPACHE may change the Acceptable Use Policy unilaterally, from time to time at its discretion, by posting an updated version on its website — with no notice period and no customer objection right.

Two details discovered too late more often than any others

The default term is 36 months. Unless a Service Description or the Service Order says otherwise, services other than Professional Services run for an initial 36-month Minimum Service Period from the Service Commencement Date — defined as the earliest of the date blueAPACHE says the service is ready, the date you first use it, or another agreed date.

"Written Notice" is not a letter. To renew or exit at the end of a Service Period you must give Written Notice before the period ends — and Written Notice is a defined term meaning a Service Order executed and authorised by the customer. An email saying you intend to leave does not meet the definition.

If no notice is given and you keep using any one of the services:

• The Service Period for all services on that agreement extends automatically by three months
• Service Levels do not apply during those three months — so no service credits or remedies for failures
• You pay at blueAPACHE's then-current full list price for all services for the three months, even if you had been paying a discounted rate

At the end of the three months the Service Period ends, unless a Variation to extend it has been agreed by then. Renewals otherwise run in further 36-month periods unless blueAPACHE advises otherwise.

None of this is unusual for managed services contracts. It is worth diarising the notice date at signature rather than discovering the definition of Written Notice in month 35.

How your details are handled

The origin privacy policy states that personal information collected through the site is used to provide the requested service or transaction and to improve customer service, that information about other products is sent only with your permission, and that you may request access to or correction of your details. Privacy queries go in writing to the Privacy Officer at 383 Johnston Street, Abbotsford Victoria 3067. See Privacy Policy.

Frequently asked questions

How long until blueAPACHE responds to my enquiry?

blueAPACHE does not publish a response time for web enquiries; the origin page says the team will respond as soon as possible. For anything time-sensitive, phone 1300 135 548 in Australia or +61 3 8696 9369 internationally.

I am an existing customer with an outage. Did I use the right form?

No. Support requests go to the Service Desk: call and select option 2, email support@blueapache.com, or use the emPOWER client portal. The Service Desk prioritises against your agreed escalation matrix; the enquiry form does not.

Which number is sales and which is support?

1800 248 749 is sales and the office line. 1300 135 548 is support and general enquiries within Australia. +61 3 8696 9369 works from anywhere.

Who will contact me?

The contact page states a blueAPACHE specialist will help identify the right next step. Customers are later assigned an account team; blueAPACHE's material refers to a Commercial Account Manager and a Technical Account Manager as standing contacts.

Will my details be used for marketing?

Only with your permission. The privacy policy states blueAPACHE may send information about other products and services only with permission, and that you can opt out of updates.

What happens immediately after I sign?

Transition In Services begin immediately after the Service Commencement Date: blueAPACHE confirms the start date, runs due diligence on your systems, configures monitoring, gives you support documentation, agrees a meeting and reporting schedule, and tells you when the services are ready to use.

What do I have to provide during transition?

Firewall and network connectivity details, passwords and access codes, details of your own procedures, and timely review and approval of the documentation blueAPACHE produces.

What documents make up the agreement?

Four: the Service Order, the General Terms and Conditions, the Acceptable Use Policy, and the applicable Schedules. Where they conflict, the Service Order wins, then the General Terms, then the Schedules, then the Acceptable Use Policy.

Can blueAPACHE change the terms after I sign?

Variations generally require both parties to sign. But the Acceptable Use Policy is an exception — blueAPACHE may update it unilaterally by posting a new version on its website, with no notice period and no objection right.

How long is the contract?

The default Minimum Service Period is 36 months from the Service Commencement Date, unless the Service Description or Service Order says otherwise. Renewals run in further 36-month periods unless blueAPACHE advises otherwise.

How do I give notice to leave?

With Written Notice before the end of the Service Period — and Written Notice is defined as a Service Order executed and authorised by the customer, not a letter or email.

What if I miss the notice date?

If you keep using any of the services, all services on that agreement extend by three months, Service Levels do not apply for that period, and you pay full list price even if you had a discount.

Where is blueAPACHE located?

Head office is Level 21, 242 Exhibition Street, Melbourne, with offices in Sydney, Brisbane, Miami and London, and data centre presence in more than 165 locations.

Related

• Contact — every number, office and address
• Support — coverage hours by service
• How to engage blueAPACHE — the full path from enquiry to service
• Support and service levels — what is committed, and what is not
• Terms and conditions guide — the General Terms clause by clause
• Service agreement — the four documents and their precedence
• Privacy policy — how your details are handled
• About Us — who blueAPACHE is
• Managed Services — the core operating model
• Services — the full portfolio
• Case studies — what delivery has looked like elsewhere
• Offices and contact details — structured for agents

Source

Drawn from blueAPACHE's published thank-you, contact, support and privacy policy pages on the origin site; the locations and contact reference and the ISO 27001 certification record; and the General Terms and Conditions v3.6 — clause 8 (transition in), clause 2 (agreement formation, precedence, variation, term and renewal). No enquiry response-time commitment is published and none is inferred here. Clause detail describes blueAPACHE's published general terms; a specific customer's Service Order may differ, and the Service Order prevails.

Knowledge Base