Global Support

Resolving technical issues to maximize your productivity.

BlueCielo global support helps you to resolve issues quickly – minimizing the impact on your workflows, and keeping your teams continually productive. The global support team is committed to providing the help you need, by phone, email, or online. Self-service tools and resources empower self-sufficiency, equipping you to resolve issues by yourself – with immediate access to product documentation, technical information and a robust knowledge base. All active software, including updates and new versions, is available for download so that you can take immediate advantage of the latest productivity enhancements.

Standard Support

Provides the help you need from the people who know the software best, the BlueCielo Global Support team, and includes:

  • Self Service Center
    Access online self-help resources including product documentation, tips and tricks and technical articles on troubleshooting. Also, you can submit support cases, track progress online and review your support history. You can also download all product updates, including major releases and always stay up to date.
  • Email Support
    Submit and resolve issues through your email in coordination with the online ticket system.
  • Support Facilitators
    Designate two support facilitators within your company to interface with BlueCielo Global Support.

Premium Support

Extends the benefits of Standard Support for enterprises with mission-critical assets requiring a comprehensive service level. Premium subscribers add the following benefits:

  • Prioritized Treatment
    Move to the front of the line! The support team starts helping you faster, thanks to your prioritized position in the support queue over standard subscribers.
  • Assisted Support by Phone
    Get efficient resolution with telephone support for priority 1 and 2 cases. Interact directly, at conversation speed, to avoid the back and forth of written exchanges and reach faster understanding of issues and their resolutions.  Test possible solutions in real time.
  • Timely Support
    Minimize delays by getting back to work faster, even after hours or over the weekend! Get help anytime, all the time, with 24-hour support every day for all priority 1 cases, and 24-hour weekday support for all priority 2-5 cases.
  • Per-Site Support
    Your site teams are more empowered and self-sufficient, and your central IT team does not need to handle all issues. Designate two support facilitators for each site within your company to interface with BlueCielo global support and resolve issues through your local team.
  • Support in your environment
    Be confident the resolution suits your specific environment, rather than being generic. Advanced remote diagnostics enable the support team to work within the context of your environment ensuring that they can consider the impacts of your configuration and integration.

BlueCielo Support Login

Current customers can login to our Self Service Center now to manage support cases and access all support-related technical documentation.

Login For Your Support