Support for Service Providers
Overview
BlueTie has developed a broad menu of Service Provider resources and support offerings, all designed to simplify and improve our customers' ability to sell and support BlueTie's product offerings.
Migration
BlueTie understands that its Service Providers' mailboxes and the data they contain are precious commodities. With that in mind, our Email Migration Specialists are prepared to design a custom migration solution designed to reduce the risk and frustration involved in migrating your existing end users to BlueTie. Our work is based on years of industry experience and best practices garnered from implementations all over the globe. Seamless migration processes for most Service Providers can be designed and completed within just a few short weeks.
Training Support
BlueTie offers comprehensive "train the trainer" support for its Service Provider customers. These sessions include in-depth product use reviews, new user set-up reviews, discussions of successful marketing techniques, and whatever other subject areas may be particularly relevant to a given Service Provider.
BlueTie also offers a variety of private label end user product guides for use in supporting the training of new end users.
Professional Services
BlueTie offers optional Professional Services support in a broad range of areas, including private labeling, customer migration, application or API customization, and much more.
Our extensive expertise in email system architectures, and our pool of engineering resources possessing the latest knowledge in industry best practices ensure that your Professional Services needs are addressed by some of the best talent available.
BlueTie's Professional Services rates are based upon the focus and scope of each project. Please contact your BlueTie representative for additional information.
Tier 2 & 3 Support
Tier 2 Support: BlueTie's Tier 2 support process has been developed to address general questions which can't be answered by a Service Provider's own Tier 1 support. Tier 2 support is for issues affecting less than 5 users and are not preventing access to the accounts. Tier 2 support is provided from 7:00am to 8:00pm, Monday through Friday (US Eastern) by default, but Service Providers may elect to upgrade to 24/7 Tier 2 support for an additional fee.
Tier 3 Support: BlueTie's Tier 3 support process has been developed to address urgent issues which may prevent some or all customers from accessing their email or web accounts. This process is intended to provide direct communication between BlueTie support and its Service Provider customers, and to ensure that the issue has been communicated effectively. Tier 3 support is provided 24 x 7.