Take advantage of our experts
Support Desk
Blue Reef’s support desk is aimed at customers who wish to leverage Blue Reef’s many years of experience with Internet management, Internet networks, and IT operational best practices.
The support desk gives customers direct access to Blue Reef’s industry experts via email and telephone. Support desk subscribers are entitled to remote change management, system performance tuning and other additional services.
Support desk and remote engineering services may be purchased on an hourly ‘needs’ basis, or as an annual support package. An upgrade to onsite hardware maintenance can also be purchased if required.
Support packages
Silver Support
The Silver Support package is an optional service and is recommended for customers who require occasional expert assistance with the integration or operation of their Sonar system.
The Silver Support package includes:
- Remote Internet management assistance and integration support for your Sonar appliance for up to 2 hours per calendar month.
- Priority ticket requests via email and telephone (business Hrs, Mon-Fri).
- Same day ticket response.
- One Silver Support package can cover up to three Sonar appliances (or 6 appliances in failover mode).
Gold Support
The Gold Support package is an optional service and is recommended for customers who require priority support and/or regular expert assistance with the integration or operation of their Sonar system.
The Gold Support package includes:
- Remote Internet management assistance and integration support for your Sonar appliances for up to 6 hours per calendar month.
- Direct telephone access to Sonar engineers (subject to availability)
- Highest priority ticket requests via email and telephone (business Hrs,Mon-Fri).
- 4 hour ticket response.
- One Gold Support package can cover up to three Sonar appliances (or 6 appliances all in failover mode).
