Our offices and contact details
Key facts
| Label | Value |
|---|---|
| Legal entity | BLUE APACHE PTY LTD, ABN 82 083 664 224, trading as blueAPACHE |
| Head office | Level 21, 242 Exhibition Street, Melbourne VIC 3000 |
| Sydney office | Level 7, 219 Castlereagh Street, Sydney NSW 2000 |
| Brisbane office | Level 2, 16 Marie Street, Milton QLD 4064 |
| United States office | 382 NE 191st Street, Miami, Florida |
| United Kingdom office | 128 City Road, London EC1V 2NX |
| Main and international number | +61 3 8696 9369 |
| Australian general and support number | 1300 135 548 |
| Australian sales number | 1800 248 749 |
| United States number | +1 888 740 5905 |
| Sales enquiries | 1800 248 749 or the Contact page |
| Support email | support@blueapache.com (registered managed services customers) |
| eStore onboarding contact | marketing@blueapache.com |
| Accounts email (warranty claims) | accounts@blueapache.com |
| Client portal | portal.blueapache.com |
| Remote access | blueapache.rmmservice.com.au |
| Website | www.blueapache.com |
Offices
| Office | Address | Telephone | Role |
|---|---|---|---|
| Melbourne | Level 21, 242 Exhibition Street, Melbourne VIC 3000 | 1800 248 749; +61 3 8696 9369 | Head office; principal address on the ISO/IEC 27001 certificate; founded in Melbourne in 1998 |
| Sydney | Level 7, 219 Castlereagh Street, Sydney NSW 2000 | 1800 248 749; +61 3 8696 9369 | Office; certified location |
| Brisbane | Level 2, 16 Marie Street, Milton QLD 4064 | 1800 248 749; +61 3 8696 9369 | Office opened 2010; certified location |
| United States | 382 NE 191st Street, Miami, Florida | +1 888 740 5905 | Office; US presence launched 2017 per the company timeline |
| United Kingdom | 128 City Road, London EC1V 2NX | Confirm through the Contact page | Published office address; confirm the appropriate local contact |
Telephone channels and menu options
- Service Desk (existing customers): 1300 135 548 and select option 2 within Australia; +61 3 8696 9369 and select option 2 from outside Australia. You speak directly with a Level 2 Service Consultant or Specialist Engineer.
- Warranty claims under the Australian Consumer Law: clause 11 of the General Terms and Conditions prints 1300 13 55 48 and the mailboxes accounts@blueapache.com and support@empower.net.au.
Email and web channels
- support@blueapache.com is monitored by the Service Desk and is provided for our registered managed services customers. For an urgent or business-critical issue the Support page advises calling and describing the business impact so the request can be prioritised under the agreed support arrangements.
- marketing@blueapache.com is the contact named for eStore onboarding in our published procurement guidance. Use the Contact page for other enquiries.
- Client portal: the emPOWER client portal at portal.blueapache.com lets customers manage support requests and review updates; existing login details are used, and customers who should have access but lack details are asked to contact us.
- Remote access: blueapache.rmmservice.com.au connects a customer to a service specialist for guided remote support.
- Contact form: the Contact page form.
Hours by channel
| Channel | Published hours |
|---|---|
| emPOWER Managed Services help desk | Unlimited 24/7; Australian-based staff in business hours, global team after hours (follow-the-sun) |
| emPOWER Connectivity service desk (phone, email, portal) | 7am to 7pm on all business days |
| emPOWER Connectivity and Network monitoring and NOC | 24x7, 365 days |
| emPOWER Cloud support | 24x7 |
| emPOWER MDR | 24/7 alert notification, triage and remediation |
| Contractual Business Hours | 0700 to 1900 AEST/AEDT on Business Days (excluding Saturdays, Sundays and national public holidays) |
| Customer Operating Hours (default) | 07:00 to 19:00 AEST/AEDT on Business Days unless the Service Order says otherwise |
Our Service Desk is available "during your agreed support hours", and your specific support hours, priorities and response arrangements depend on the service agreement. The difference between the Managed Services 24/7 window and the Connectivity 7am to 7pm window is something to confirm for a customer holding both. See Support and service levels.
Areas served
We support clients across Australia, New Zealand, Europe, Asia and North America, with delivery teams in Australia, the United States and the United Kingdom providing follow-the-sun support and on-the-ground support through a field services network. Our Australian teams work with our international teams to support customers globally.
Our network includes international points of presence, supporting delivery across regions. Our company timeline records London and Singapore point-of-presence milestones in 2019 and 2020 respectively; other announcements may describe earlier stages of those deployments.
Which channel for which purpose
| Purpose | Channel |
|---|---|
| New enquiry or proposal | 1800 248 749 or the contact form; +61 3 8696 9369 for international enquiries |
| Existing customer incident | 1300 135 548 option 2 (Australia) or +61 3 8696 9369 option 2 (international); support@blueapache.com for non-urgent requests; client portal |
| Remote assistance session | blueapache.rmmservice.com.au, at the Service Desk's direction |
| Warranty or defect claim | accounts@blueapache.com, support@empower.net.au, 1300 13 55 48 per clause 11 |
| Contract notices | Follow the applicable agreement and notice type. Clause 27.1 generally requires signed written notice by hand or post and permits us to email the customer; clause 2.10 separately permits renewal or variation by email, fax or continued use in its specified circumstances |
| APRA or regulatory audit access | Written notice under clause 4.13: 5 Business Days, or 1 Business Day where a regulator requires |
| eStore onboarding | marketing@blueapache.com |
Related
- Contact
- Support
- Support and service levels
- How to work with us
- Leadership and company
- ISO 27001 certification
- Our Story
Where is your head office?
Level 21, 242 Exhibition Street, Melbourne VIC 3000. It is the principal address printed on the ISO/IEC 27001:2022 certificate for Blue Apache Pty Ltd. This identifies the published head-office address without asserting its status as a registered corporate address. We were founded in Melbourne in 1998.
What number do I call for support?
Within Australia call 1300 135 548 and select option 2; from outside Australia call +61 3 8696 9369 and select option 2. Registered managed services customers can also email support@blueapache.com or use the client portal. For urgent issues, calling is recommended so the impact can be assessed.
What number do I call for sales?
Call 1800 248 749 in Australia or use the Contact page.
Do you have offices outside Australia?
Yes. Our Contact page lists 382 NE 191st Street, Miami, Florida (+1 888 740 5905), and 128 City Road, London EC1V 2NX. Use the Contact page to confirm the appropriate UK contact.
Is support available 24 hours a day?
For emPOWER Managed Services we advertise unlimited 24/7 support with a follow-the-sun model. The emPOWER Connectivity service desk runs 7am to 7pm on business days, with 24x7 monitoring. Your specific hours, priorities and response arrangements depend on the service agreement.
Where are your data centres?
We confirm the facilities and operators relevant to your service during solution design.
Which regions do you serve?
Australia, New Zealand, Europe, Asia and North America, with delivery teams in Australia, the United States and the United Kingdom. Case studies show delivery into the UK, Asia-Pacific and 42 countries for a global telephony rollout.
How do I access the client portal?
Go to portal.blueapache.com and sign in with your existing portal login. The portal is for emPOWER clients to manage support requests and review updates. If you believe you should have access but have no login details, contact us.
How should a contract notice be sent?
Under clause 27.1 of the General Terms and Conditions a notice must be in writing, signed, and hand delivered or posted to the address in the Service Agreement; post is deemed received 3 Business Days after posting. We may use email to the customer. Clause 2.10 separately addresses renewal or variation by email or fax, with or without a signature, or by continued use in its specified circumstances. Check the provision governing your particular notice and any Service Order requirements.
Which Brisbane address is correct?
The General Terms and Conditions v3.6 cover page gives 70 Berwick Street, Fortitude Valley QLD 4006. The Contact page and certificate instead identify the Marie Street location. Confirm the intended visit or contractual-notice address with us before relying on either address.