BluCARE Support Index

Overview & How to Get Help

Support (BluINFO landing)
A hub for BluCARE’s customer‑first model with 24×7×365 reach via phone, chat, video, and online service requests. Links to Multi‑Channel Support, Knowledgebase, training and more so you can choose self‑serve or live help. BluINFO Link → (BluINFO)

Services (slides)
One‑page view of BluCARE services: Multi‑Channel Support, Online Knowledgebase, Video/Instructor Training, Software & Equipment Upgrades, Professional Services, and the Online Resource Center. Handy for showing support coverage at a glance. BluINFO Link → (BluINFO)

Multi‑Channel Support (slides)
Summarizes supported help channels—email/tickets, phone, live chat, Skype video, and remote support—plus 24/7 online service requests and “fastest support possible” guidance. BluINFO Link → (BluINFO)

Online Knowledgebase (slides)
Explains BluINFO’s role as the always‑on library for product docs, FAQs, release notes, and 3rd‑party references—usable from any device, anywhere. BluINFO Link → (BluINFO)

Using BluINFO – Submitting a Support Ticket (training)
Shows where to find the Customer Support link in BluSKY and how to open a case when self‑help isn’t enough. Good “first‑ticket” primer for end users and admins.
BluINFO Link → (BluINFO)

FAQs – How do I report an issue?
Recommends engaging the building manager/integrator first, and explains direct BluB0X options (email/phone) with automatic ticket creation and tracking.
BluINFO Link → (BluINFO)

FAQs (contact/ticket creation by email)
Sending email to support@blub0x.com (or Professional Services) creates a support ticket and returns an automatic tracking number; phone support details included.
BluINFO Link → (BluINFO)

BluBØX Contact Information (directory)
Central directory for BluB0X teams with Support phone (844) 425‑8209 ext 2 and Emergency: ext 6, plus support leadership contacts and distribution addresses.
BluINFO Link → (BluINFO)

Support Portal (external)
Submit a request, see your support cases, and review your ticket history in the BluB0X Support Center. Support Portal → (Blub0x)

Ticketing & Case Management

Ticketing inside BluSKY (training)
Walkthrough of creating a ticket from the Customer Support button in the BluSKY UI—best path for accurate context and faster routing.
BluINFO Link → (BluINFO)

Support Ticketing System (Release Notes – Dec 2020)
Introduced BluSKY’s integrated Support Ticketing System: automatic routing to the right engineer, escalation/de‑escalation, notifications at every step, historical reporting, and optional integrator system integration. BluINFO Link → (BluINFO)

BluSKY Login – Customer Support button (FAQ/how‑to)
Quick Q&A on the Customer Support option directly on the BluSKY login screen—useful for login problems or when you can’t access the portal UI.
BluINFO Link → (BluINFO)

Service Request (landing)
Entry point for service‑related requests with footer shortcuts to Using the Knowledge Base, Report an Issue, and Suggest an Article. BluINFO Link → (BluINFO)

Escalation & After‑Hours

Support Escalation Process (Resellers/Customers)
Defines the step‑by‑step escalation path: update the open case first, then escalate with details (name, company, building, contact info, priority). For after‑hours emergencies you must call (844) 425‑8209 ext 6, which sequentially pages on‑call staff; otherwise the case is processed next business day.
BluINFO Link → (BluINFO)

A&E Specs – Emergency service expectations (24×7)
BluB0X A&E specs for PACS, VMS, and Visitor/Vendor systems require a staffed emergency service center 24×7×365 with defined catastrophic/non‑catastrophic failure handling—useful for RFPs and contracts aligning with BluCARE escalation norms. PACS Spec → • VMS Spec → • VCVMS Spec → (BluINFO)

Service Levels & SLAs

BluSKY High Availability & Uptime (SLA)
States the BluSKY SLA table and commitment—99.95% uptime guaranteed (≈4.38 hours/year), with historical delivery of 99.99%. Includes downtime math by month/year for quick expectations setting. BluINFO Link → (BluINFO)

BluSKY Value Proposition (SLA highlight)
“What your BluSKY license provides” list reiterates High Availability > 99.95%, redundancy, and automatic upgrades as core service value.
BluINFO Link → (BluINFO)

BluSKY Licensing: A Simple, Customer‑Friendly Guide (support tiers)
Explains System Support and tiers: baseline 24×7 ticketing, with higher tiers adding faster SLAs, business‑hours or 24‑hour on‑site hardware support, penetration testing, and more. BluINFO Link → (BluINFO)

BluSKY Subscription Licenses & System Support Options (detailed plans)
Full detail of support programs: Software Support (25%), Business Hours (13%), 24‑Hour Support (19%), Equipment Replacement Support (28%), and Time & Material/Emergency—including inclusions (health monitoring, upgrades, replacement labor, penetration testing) and optional Equipment Replacement Program (ERP). BluINFO Link → (BluINFO)

Blog – Reliability & Uptime FAQs (context)
Addresses common concerns about cloud reliability and architecture; references a 99.9% uptime SLA in a general FAQ narrative. Use the High Availability & Uptime page above as the canonical SLA source. BluINFO Link → (BluINFO)

Status, Health & Continuity

Platform Health & Status Monitoring (datasheet excerpt)
Describes BluSKY’s proactive health/status monitoring of hardware, software, and communications, with automatic notifications and dashboards for early issue detection—key to minimizing downtime. BluINFO Link → (BluINFO)

BluSKY Overview (operational status features)
High‑level feature list including real‑time control/status and automatic software updates—useful for explaining how BluSKY maintains always‑current functionality. BluINFO Link → (BluINFO)

IT Disaster Recovery & Business Continuity Plan
Outlines recovery objectives and responsibilities: establish emergency service within ~2 business hours, restore key services within ~4 hours, and recover to BAU within 8–24 hours—a governance‑level complement to SLA uptime. BluINFO Link → (BluINFO)

RMA, Returns & Warranty

Return Policy (RMA rules & restocking)
Defines RMA prerequisites and return conditions: RMA required before return, 33% restocking, items must be like‑new in original packaging, freight/insurance are customer’s responsibility; refunds issued as credits. BluINFO Link → (BluINFO)

Reseller Agreement (RMA clause)
Requires an RMA number prior to hardware returns and adherence to BluB0X instructions; details acceptance conditions and reimbursement for verified defects. BluINFO Link → (BluINFO)

Hardware OEM Docs referencing RMA (examples)
Example hardware manuals note that returns must include an RMA number and are typically repaired/replaced from reconditioned stock; return shipping/insurance often required. EP2500 Manual (PDF) → • MR52 Manual (PDF) → (BluINFO)

Related Support Resources

Support Articles (directory)
The “How‑To” library used by Support—answers to common customer questions that fall outside formal documentation. Great first stop before opening a ticket. BluINFO Link → (BluINFO)

Using the Knowledge Base (tips)
Guidance on searching BluINFO and engaging the team—Request an Article and Report an Issue are linked to shape future documentation and improve self‑service. BluINFO Link → (BluINFO)

Report an Issue (documentation feedback)
Form to report documentation issues (out‑of‑date, typos, confusing sections) to improve BluINFO; for product/system issues, use ticketing paths above. BluINFO Link → (BluINFO)