Service Desk Support
The first stage of solving any technical issue is to log a call with the Bluecube
service desk, either via the phone or our on-line service desk system. Our service desk
is manned by qualified engineers and our response times are tightly controlled to
ensure your issues are addressed and resolved quickly. Where possible to do so,
our engineers will talk the user through to resolution over the phone. The majority
of our clients opt for this support to be available between the hours of 08:30 –
18:00, but longer support hours are available as required.
Remote Access Support
If an issue cannot be resolved over the phone, we are able to utilise our Remote
Access support solution. Through this system our engineers can remotely view the
user’s PC and work with the user to resolve the problem just as if they were sat
in front of it. This form of support is totally secure, and is controlled at all
times by the user. Currently over 96% of all calls logged and not resolved over
the phone are solved using Remote Access Support.
On-Site Support
There are times when a problem cannot be resolved by either Telephone or Remote
Access support. When this occurs we ensure that a fully trained and experienced
engineer is on-site as soon as possible to resolve the issue.
As Tiscali’s managed service provider, their high security Data Centre is at our
disposal for the hosting and co-location needs of our clients. The Milton Keynes
location makes it extremely accessible from London and the majority of the UK.
Beyond the usual security methods, such as restricted access, CCTV and 24 hour manned
security; additional measures have also been taken. The facility is surrounded by
a moat type structure to ensure it cannot be approached by a vehicle other than
via the main security gates. An ‘invisible wall’ of sensors surrounds the perimeter
of the facility to constantly monitor for any potential breach. All external concrete
walls are over one metre thick, and external windows are fitted with armoured glass.
To ensure further security, solutions are hosted in a dedicated lockable cabinet
with fully managed cabling. Connectivity is supplied via multiple 40Gbps feeds from
the Tiscali backbone for maximum reliability and performance. Electricity is delivered
via an Uninterruptible Power Supply (UPS) system and an automatic generator to guarantee
power in the event of an outage. A FM200 fire suppression system is in place to
rapidly detect and suppress a fire without damaging hardware.
Bluecube’s UK data facility is one of the most secure environments available. In
the event that your disaster recovery plan requires dual or tri-country protection,
equally secure hosting is available through our Data Centres in Geneva and New York.
To find out how Bluecube can support your business, call us on 0845 257 8010.
For a full list of our solutions, click here