Bluecube Support Stats
Our average response time is around 15 minutes of a problem being raised to the service desk.
We prioritise all problems with regards to severity, and we aim to fix all high priority incidents within 3 hours of it being raised on the service desk.
To ensure your IT is kept running smoothly, outsource its support to Bluecube and have the expertise of a ready-made IT department
instantly at your disposal. Whenever you, or your colleagues, experience a problem, by logging a call with Bluecube you can be confident
it will be taken care of. We are able to support your users and infrastructure through a variety of means:
IT Support is arguably our most important service. What use is a cutting edge IT solution without the people behind the scenes making sure it runs smoothly?
Bluecube have a team of highly trained, friendly and experienced engineers on hand to support your IT infrastructure. No matter which solution you choose
you will have our service desk at your full disposal with the ability to raise support requests via the phone or online and we guarantee to call back
from one of our engineers within 30 minutes of raising a query with us.
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.
To find out how Bluecube can support your business, call us on 0845 257 8010.
For a full list of our solutions, click here