Support Escalation Process

BluB0X Regular Support Hours:

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

Regular Support Requests can be submitted 3 ways:

1. 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.
2. 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.
3. 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.

After Hours and Emergency Support Requests:

• 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.

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 (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.

3. Call Shaun Peterson, Director of Support Operations

• 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.

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: 1 (844) 425-8209 Ext. 708
• Cell: 1 (347) 401-0770
• Email: ildar@blub0x.com
• If you are unable to get Ildar live, please leave the following information:
  1. Your Name
  2. Company
  3. The Building you are resident in
  4. Your Phone number
  5. Your Email address
  6. A concise description of the problem and if it is time-critical.
  7. Whether this is an existing issue and, if so, who you might have been working with.