Connect with the Support Team
You can connect with our support team through your Bluewater platform by clicking the tag located in the top right of any page or by emailing firstname.lastname@example.org.
Our Support team is focused on fast response times and superior communication throughout the lifespan of your incident. A ticket will be created to track the details of your request.
Support request management
All requests submitted to our support email are handled with a targeted First Response time of 1 business day.
We will use this first contact to assist in the research and resolution of your request. If additional research is required, your ticket will be notated, prioritised and routed to our team.
Validated defects are prioritised based on the priority definitions listed below.
|Critical||Defects that occurs in a business-critical function and prevent further progress until resolved. There is no bypass available.||Investigation and issue resolution will commence within 24 hours, and the fix will be deployed outside of the normal deployment schedule.|
|High||Defects that occur in a major function and are grossly wrong. There is a bypass available.||Investigation will commence within the ongoing sprint. Resolution will be deployed according to the normal deployment schedule.|
|Medium||Defects that occur in a function, but progress can continue.||Investigation and issue resolution will commence within 2-4 weeks. Resolution will be deployed according to the normal deployment schedule.|
|Low||Defects are cosmetic, such as errors in format or spelling.||Issue report will be assigned to the product backlog. Once resolved, it will be deployed according to the normal deployment schedule.|
Escalation requests can be made to your Customer Success Manager via email or a phone call, details will be provided during the Bluewater Platform implementation.
How do I submit a support request from the Bluewater Platform?
Simply click the tag located in the top right of any page you are on and a support request form will appear.
How do I submit a support request if I cannot log in to the portal?
If you are unable to log in to your Bluewater Platform, email email@example.com for assistance.
Is there a phone number I can call to contact Bluewater Support?
Contacting Bluewater Support over the phone will not speed up the processing of your request and you will get a much better and faster experience by contacting support via the Bluewater platform or emailing us at firstname.lastname@example.org
Do I receive 24/7 support?
No, Bluewater support operating hours are Monday to Friday, 9am to 5pm (EST), excluding Public Holidays. After Hours requests will generate a ticket that will be attended to by the support team the next business day.
How quickly will you resolve my support request?
Bluewater is committed to assist you in resolving your issue as soon as possible. Sometimes that means focusing efforts on reducing the business impact and mitigating any negative impact on operations before moving to a full solution. Therefore, we make a commitment to Initial Response Time and to working with you until the impact of your issue is mitigated. The time it takes to troubleshoot and resolve a support request varies greatly based on the specific details of the issue. We will work with you to resolve the issue as fast as possible.