Blueteq Support
Supporting your organisation!
Blueteq provides a comprehensive range of services to support their clients through the life time of the system. Blueteq's staff is well known for delivering excellent quality of service and for going the extra mile to ensure:
Software services
- The system is designed to exactly meet your needs
- Delivers the benefits that you anticipated
- Develops to meet changing demands in the future
support services
- SLA based support to exactly suit your organisations needs
- Full remote support, but onsite support when needed
- Peace of mind with your IT estate fully protected
Software Services
Blueteq’s after care support and maintenance services cover all aspects of the system ensuring business continuity. Our web based applications are within highly secure locations used by banks, government and other “blue chip” companies. This enables us to offer high speed access and a resilient environment to ensure that data is truly secure and your system is available on demand. The service is robust and reliable and over the last 6 months our servers achieved 99.97% availability 24/7 and 100% during business hours in the last 6 months, far better than most internally hosted systems generally manage. Our servers are monitored every 3 minutes 24/7 so if there is any problem we will know about it before you do. Our support desk is available during your business hours plus there is an out of hour’s service for emergencies.
Support to our users is available by telephone and e-mail. Each client is provided with a unique e-mail address to use when sending any support queries via e-mail. This ensures that the query is sent to the most appropriate resource within the support team and enhances response times.
- All support queries are logged on our system and allocated a ticket number.
- The system will confirm receipt of your support query and ticket number.
- Each client is provided with access to the support system for their support log.
- The client has complete visibility of all support queries and can monitor their progress and current status.
Blueteq offers a managed service to remove the problem of day-to-day system administration and management. We can administer your Blueteq solution such that you do not have to worry about overnight backups, system tuning or upgrades minimising your resources for deployment, on-going use and maintenance.
In addition to this support procedure, we are in contact with you regularly to make certain that your systems are running efficiently and to see if there is anything that we can do to further assist you or enhance the system.
Further services are available to enable organisations to outsource much of their IT operation, enabling them to focus on their core business. These services range from infrastructure, such as exchange and e-mail server installation and support, server maintenance, data recovery and security, through development and maintenance of your web presence & site design.
Support Services
Support to our users is available by telephone and e-mail. Each client is provided with a unique e-mail address to use when sending any support queries via e-mail. This ensures that the query is sent to the most appropriate resource within the support team and enhances response times. All endpoints have an RMM agent installed, where a Blueteq engineer can log directly into the users device when needed.
Blueteq also use an advanced ticketing system, which allows users to email their support queries directly.
- All support queries are logged on our system and allocated a ticket number.
- The system will confirm receipt of your support query and ticket number.
- Each client is provided with access to the support system for their support log.
- The client has complete visibility of all support queries and can monitor their progress and current status.
What is RMM?
Blueteq use VSA and enterprise grade management solutions, which gives us a secure and scalable platform to support users and endpoints.
Remote monitoring and management or RMM is the process with which the Blueteq team remotely and proactively supervise and control IT systems including computers, networks, endpoints and more. It involves processes like installing software and managing activities on the endpoints, servers, workstations, software, systems and networks of a client, without being physically present on their premises. Given the steady increase in the prevalence of highly distributed IT environments, leading internal IT teams are now leveraging the power of RMM.
- Comprehensive visibility through proactive remote monitoring: RMM provides IT professionals with the visibility they need to proactively supervise, control and secure IT systems and networks, regardless of their location.
- Boost efficiency with powerful automation: RMM tools provide powerful automation capabilities to supercharge technician efficiency by accelerating critical processes such as ticketing, security and backup. Leading RMMs empower your business to auto-remediate common IT problems and tickets.
- Protect every endpoint with a complete solution: Powered by advanced security modules such as EDR, DDoS, Managed SOC, AV, WAF and more, RMM solutions help protect all your as well as your client’s endpoints (on-premises, hybrid and cloud) against sophisticated cyberthreats.
- Streamline IT management from a single pane of glass: A leading RMM has seamless integrations with other critical workflows such as PSA, IT documentation, backup, security and compliance. RMM solutions enable you to streamline your IT operations from a single pane of glass, saving crucial technician time that would otherwise be spent switching between multiple applications.
- Faster resolution of IT issues: Given the level of visibility the RMM platform provides, it is easier for IT service providers to quickly and proactively detect and remediate IT issues before they get out of hand.
- IT management on the go: Advanced RMM tools enable MSPs and internal IT teams to manage their IT infrastructure from an all-in-one app. The app enables you to run automation scripts as well as create, update and close tickets on the go.
Blueteq uses the advanced Bitdefender Enterprise Suite to protect clients from Viruses and Malware.
Blueteq are Microsoft Giacom Partners, so we can also add security to Office 365 tenancies too, such as Email Security by Vade, and Symantec Cloud.
Blueteq also make sure any NHS devices are “Bitlockered” which encrypts the device, so no data can be accessed should the device ever be stolen or lost. This is also best practices for all businesses.
