BlueArc Global Services adheres to a multi-tier support escalation policy. All alerts or customer queries are monitored and received by Technical Support Engineers within BlueArc’s 24/7 Technical Assistance Center.
BlueArc employs an escalation management team, including a full-time Escalations Manager, who monitors the progress of any customer-reported issue to ensure all service agreements are met. The Escalation Manager provides regular status reports, as well as final reports on the resolution of any issues to the customer. Customer’s can log issues by phone, email, or through our support portal. Issue tracking is also provided via phone, email and via the support web portal.
The TAC (Technical Assistance Center) and the escalation management team have access to all resources of the company 24/7 to aid in the diagnosis and resolution of a customer problem. The BlueArc Global Services organization is backed up by 24/7 follow-the-sun developer support from both our US and UK offices. At the highest level of escalation, BlueArc’s Engineering Development organization maintains an on-call “Quick Response Team” to provide any assistance required to quickly diagnose and resolve technical issues.
As a global member of TSANet (Technical Support Alliance Network), BlueArc has direct access to the support organizations of partner members to quickly resolve interoperability issues with other vendor products. TSANet is the industry’s largest vendor-neutral support alliance that offers an industry-wide forum to facilitate servicing multi-vendors. BlueArc delivers a new dimension of comprehensive service satisfaction by working in harmony with other vendors to quickly resolve interoperability issues should they arise.
All Titan storage systems include a built-in reporting capability, providing round-the clock system status monitoring – allowing Global Services to respond to critical alerts within minutes of their occurrence. Leveraging these advanced management capabilities, support personnel are able to diagnose and resolve field issues quickly and efficiently.