Blue Apache

Launches Improved After Hours Service Desk

Blue Apache is excited to announce a number of changes to our after-hours service desk that deliver improved levels of responsiveness and customer service.

From July 1^st 2009 Blue Apache with be replacing the current “best-effort” after hours paging service with a dedicated after-hours service desk engineer. After-hours calls will now be directed directly to the engineer assisting with your request.

As part of the revised after-hours service, Blue Apache is formally introducing two service-level backed after-hours options to customers covered under an emPOWER Managed Service Agreements. The two options now available are; Extended (which operates from 6am to 10pm Monday to Saturday excluding public holidays) and Complete (which operates 24 x 7 x 365).

Customers who do not select an after-hours option for their emPOWER Managed Services Agreement, will benefit from improved access to the dedicated after-hours service desk engineer, however access will be restricted to 6am to 10pm Monday to Saturday, excluding public holidays, and will continue to be charged on a Time and Materials basis in accordance with your after-hours rates (Typically $240.00 ex GST per hour. Outside these hours the call will be directed to the service desk voicemail and will be attended to during our regular service desk hours.

Attached you will find further details regarding the introduction of the Extended and Complete services. Should you have any questions regarding this information, or you would like to add the Extended or Complete service to your existing emPOWER Managed Service Agreement, please contact your Account Manager on 1300 13 55 48 (option 1).