Support Escalation Process

BluBØX Support Requests and Escalation Process

Monday-Friday 08:00 AM - 08:00 PM Eastern Standard Time (EST)

By calling the BluB0X Support line 1 (844) 425-8209 Ext. 2 during normal support hours:

This will forward the call to BluB0X’s Support Engineers' phones
If a Support Engineer is not able to answer the call, the caller will be given the option to leave a voice mail. This voicemail will be sent to the Support Call Tracking system and a Support Case will be created. Please leave the following information:
Your Name
Your Company
Your Building (the one you are resident in)
Your Phone number
Your Email address
A concise description of the problem and if it is time-critical.
Whether this is an existing issue and if so, who you have been working with. on it.

**By sending an email to Support@blub0x.com**at any time of the day:this will create a support case directly in BluB0X’s Support Ticketing system.
By selecting the “Help” button in BluSKY and filling out the form at any time of the day: this will create a support case directly in BluB0X’s Support Ticketing system.

Regular Support Requests are handled during normal business hours only.

For after-hours service, YOU MUST call BluB0X’s emergency support line: 1 (844) 425-8209 Ext. 6.
This will escalate your call sequentially to a list of on-call BluB0X personnel in an effort to get a live person.
If the call cannot be answered on the spot, you will be given the option to leave a voice mail. This voicemail will be sent to Support’s Call Tracking system, a support case will be created and you can expect a call back as soon as possible.
Please leave the following information:
Your Name
Company
The Building you are resident in
Your Phone number
Your Email address
A concise description of the problem and if it is time-critical.
Whether this is an existing issue and, if so, who you might have been working with.
If a phone call is not made, the support case will not be processed until the following business day.
It is always good to ALSO update a support case via e-mail or create a new support case because updates are sent to more than just the assigned Support Engineer.

Update the currently-open support case or create a new support case detailing why you need escalation. This gives the assigned Support Engineer the opportunity to handle the escalation. Support case updates are read by a larger group of people than just the assigned Support Engineer.

Please supply the following information:
Your Name
Company
The Building you are resident in
Your Phone number
Your Email address
A concise description of the problem and if it is time-critical.
Whether this is an existing issue and, if so, who you might have been working with.

Call into BluB0X Support (1 (844) 425-8209 Ext. 2 or 1 (844) 425-8209 Ext. 6, depending on the time of day and urgency - time of day to be figured in Eastern Standard Time)

If you are unable to get a live Support Engineer go to Step 3, but please leave the following information:
Your Name
Company
The Building you are resident in
Your Phone number
Your Email address
A concise description of the problem and if it is time-critical.
Whether this is an existing issue and, if so, who you might have been working with.

Office: 1 (844) 425-8209 Ext. 709
Cell: 1 (978) 609-7557
Email: Speterson@blub0x.com
If you are unable to get Shaun live go to step 4, but please leave the following information:
Your Name
Company
The Building you are resident in
Your Phone number
Your Email address
A concise description of the problem and if it is time-critical.
Whether this is an existing issue and, if so, who you might have been working with.

If (and only if) the escalation relates to a new system installation or to a property that is currently being configured, then call Ildar Galiulin, VP of Professional Services. (if not, go to Step 5).

Your Name
Company
The Building you are resident in
Your Phone number
Your Email address
A concise description of the problem and if it is time-critical.
Whether this is an existing issue and, if so, who you might have been working with.