Process Overview

 

BluIP Partner Support Policies and Procedures and Escalation List

 

As a BluIP White-Label Partner (WLP) your organization is expected to adhere to the BluIP Support Policies and Procedures. Failure to do so may result in Professional Service charges accordingly.

Levels of Service/Support in this document are broken down into TIERS for simplicity and clarification of responsibilities.

TIER I

Partner Responsible for All Tier 1 Support Cases. These events DO NOT warrant tickets opened with BluIP Support. Partner should be able to resolve theses cases with given BluIP Administrative access.

  • Problem is not service affecting or has little impairment of the function of the system
  • There is a reasonable work around
  • BroadSoft Administration

Suggested Actions By the Partner:

  • Have the customer open a ticket within your organization detailing the customer information and trouble

Get as many details as possible: call examples, screen shots, etc.

  • Attempt to resolve any minor customer issues as needed

This includes but is not limited to: password changes, call control settings, registration issues, etc.

  • If a solution cannot be determined you can be escalated to Tier II

Note: If the issue is found to be a Tier I support problem you may be subjected to additional Professional Service or Support charges.

TIER II

Cases unresolvable by the partner with the given level of Administrative Access to BluIP. Advanced troubleshooting by BluIP to include carrier related issues. Urgent problems that significantly affect system operation, maintenance, backup, provisioning, administration, and require fast attention. All Support Tickets can be opened at: www.bluip.com/support

  • Problem is service affecting or has impairment of the function of the system
  • There are call processing issues with a small group of users (<10% of users)
  • System performance is degraded, but still able to handle load
  • Loss of any administrative, maintenance, or diagnostic capability
  • There is no reasonable work-around

Recommended Actions By the Partner:

  • Partner opens a ticket BluIP Support detailing the partner and customer information/trouble
  • Get as many details as possible: call examples, screen shots, etc.
  • Attach ALL information to the ticket
  • Set your customer expectations; you should receive a response within 1 hour of the case being opened.

Note: It is the PARTNER’S responsibility to arrange customer contact for troubleshooting. BluIP WILL NOT contact or deal with your customers directly.

TIER III

Problems that severely affect call processing service, traffic, or billing, and require immediate corrective action (24x7).

  • A total or partial outage. Call processing is down for a large group of users (>10% of users)
  • Mission critical operations are severely impacted and there is no work-around
  • Emergency calls (911/112/999) are not reliability working
  • Carrier Outages Providers: Level3, Level3/GX,Quest/Centurylink, 360 Networks, Intrado, Megapath
  • Loss of any administrative, maintenance, or diagnostic capability
  • Customer is Down

 

Recommended Actions By the Partner:

  • Open a ticket with BluIP Support Immediately
  • Mark the ticket as urgent within the BluIP ticketing system
  • Provide the details of the outage and Circuit ID if applicable
  • Begin the BluIP escalation process

BluIP Support Escalation Path

Time Frame (0-4 Hours): Tickets cannot be escalated.

Time Frame (4-8 Hours): 1st Level Escalation

Time Frame (8-10 Hours): 2st Level Escalation

Time Frame (10-12 Hours): 3rd Level Escalation

Time Frame (12+ Hours): 4th Level Escalation

Escalation Contact Information

1st Level

2nd Level

3rd Level

4th Level

Vicki Witte -
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