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Support Escalation Process

BluBØX Support Escalation Process

Support Hours:

08:00 AM – 08:00 PM Monday-Friday

Initial support submissions can be done 3 ways:
  1. By calling the BluB0X Support line (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
        • 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 have been working with.
  2. By sending an email to Support@blub0x.com: this will create a support case directly in BluB0X’s Support Ticketing system.
  3. By selecting the “Help” button in BluSKY and filling out the form: this will create a support case directly in BluB0X’s Support Ticketing system.
After normal business hours/ Emergency:
  • YOU MUST call BluB0X’s emergency support line: (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 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.
Escalation Process:  Please follow the steps in order.

1. 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.

2. Call into BluB0X Support ((844) 425-8209 Ext. 2 or (844) 425-8209 Ext. 6, depending on the time of day and urgency)

  • 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.

3. Call Shaun Peterson, Director of Support Operations

  • Office: (844) 425-8209 Ext. 709
  • Cell: (978) 609-7557
  • Email: Speterson@blub0x.com
  • If you are unable to get Shaun live got to step 4 or 5, 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.

4. 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).

  • Office: (844) 425-8209 Ext. 708
  • Cell: (347) 401-0770
  • Email: ildar@blub0x.com
  • If you are unable to get Ildar live, please leave the following information:
    • Your Name
    • Company
    • The Building you are resident in
    • Your Phone numbe
    • 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.

5. Call Patrick deCavaignac, Sr. VP and COO

  • Office: (914) 255-0025
  • Email: patdecav@blub0x.com
  • If you are unable to get Patrick live 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.
  • You will receive a return call as promptly as possible.

 

 

 

 

 

 

 

 

 

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