Support Contact Details
Phone: +61 (0)7 3010 9516
Mobile: +61 (0)405 946 034
support@blumark.com.au
As part of our Essential Care Managed Services offering, Blumark can offer the following Support:
Level 1 and 2 Support
Our Brisbane based customer support centre provides a 'single point of contact' for the resolution of system integrity issues (or even just some product information). Our support engineers provide Level 1 and Level 2 support services and have immediate access to extended Level 2 and Level 3 support from our software partners, should that be required.
Vendor Support
Our engineers have full knowledge of software partner's support systems, and can manage support calls within the various systems supplied and supported by Blumark. Our customers are kept fully informed, and our escalation paths provide rapid resolution of product defects or a work around where appropriate.
Application Support
Software code created by Blumark is fully supported by our support engineers who have direct access to software engineers who developed the software code. Our engineers and consultants are able to provide a holistic support service which goes far beyond software. We are able to provide advice on improving the way that software is applied, to meet business requirements.
Training
Minor training can be delivered through the managed services agreement. This may take the form of a refresher course for site administrators, training of new staff or update training for users relatinto system updates or modifications.
Health Checks
Our experienced technicians will either visit site or remotely connect to ensure that delivered solutions are performing optimally. Health checks run on a regular basis prevent decline in system performance which can result from changing system loads or pervasion of errors system errors. This service ensures continued optimal performance of the delivered solution.
Patch Management
Blumark engineers are aware of the system components and patch levels of each component. When software partners deliver system patches, Blumark are able to analyse these whether an enhancement delivered by a patch is relevant to each customer. Advice can be provided under the managed service agreement to ensure that customers are aware of the potential for improved system performance.
Version Management
Blumark can maintain a system architecture document for each customer to ensure that the current version level of each component is accurately maintained and documented. This service ensures that patch or enhancement analyses are accurate and provide meaningful system advice.