Service & Support

The delivery of ongoing service quality to our customers is a major focus of our business and we are constantly evaluating and improving in this area. We understand that your business communication needs are vital, and our service and support processes ensure that the effect of technical issues or faults, to your business productivity, is minimal. If a problem arises, we will take responsibility for fixing it, and escalate the issue until it is resolved.

BlueCentral Customer Support Charter

Our Mission Statement

BlueCentral aims to provide superior communications services, sustained by standards of excellence in customer service and technical support to protect and reassure our customers.

What this Charter means to BlueCentral Customers

This charter outlines our commitment to you, as our valued customer. We understand that online services form an integral part of both your personal and business communication needs. Our commitment is to provide our customers with the best quality service and support as well as continual improvement to both our performance and products.

This charter encompasses all areas of customer contact, from the first time you order a BlueCentral product to the provision of ongoing technical, customer service and accounts related enquiries. The purpose of this charter is to provide our customers with a clear understanding of what they can expect in terms of service performance and support as a BlueCentral customer. Most importantly, this charter contains further information on our ongoing commitment to further improve service quality as a tier one total communications provider.

Customer feedback is an integral part of the process of ongoing development and improvement. BlueCentral values customer feedback and encourages all customers to actively engage in communicating their suggestions, complaints and positive feedback. If we fail to meet your expectations in any way or you would like to share your BlueCentral experience, we welcome the opportunity to hear from you.

BlueCentral Customer Support

• Customer Support Availability and Response
  BlueCentral aims to remain competitive in the information technology and
  communications industries by continuing to be a premium support provider. To ensure
  we achieve this goal we have established the following performance objectives:
  • 70% of all calls answered within 2 minutes
  • 2 business days response time for all non-critical tickets
  • 4 business days response time for all email enquiries
  • 10 business days response time for all enquiries received by post or fax
  • New BlueCentral services to be set up within 21 business days of order receipt provided payment requirements are fulfilled
• Quality Assurance
  Quality Assurance is a vital part of BlueCentral’ service operations and customer
  interaction. To ensure our continued improvement in the provision of services and
  support, we have identified the following performance objectives:
  • Complete compliance with Privacy regulations with all customer correspondence
  • Ongoing training for all current staff to ensure BlueCentral’s quality assurance standards are understood and applied
• Billing
  As a subsidiary of BlueFreeway, an ASX listed company (ASX:BLU), BlueCentral is required to adhere to stringent accounting practices. Following are our performance objectives:
  • Invoices will be sent to billing contacts on time in accordance to specified payment terms
  • Payment will be applied as soon as practical after we receive receipt of your transaction from our bank and a payment reference will be sent to the billing contact
• Customer Notification of Service Maintenance and Outages
  We understand the importance of informing customers of all scheduled and
  unscheduled maintenance or outages that affect BlueCentral services. Following are our performance objectives:
  - Provide all customers a minimum of 5 business days notice for any scheduled network maintenance that may impact their service
  - Update the BlueCentral Control Panel within 1 hour of any unscheduled maintenance or outage
  - Provide immediate notification via the BlueCentral Control Panel on changes to any BlueCentral policies that may affect customer services
• Complaint Resolution
  At BlueCentral, we believe in ensuring customer satisfaction with the service and support we provide. Our team undertakes ongoing product and new technology training in addition to mentoring on Customer Service best practice principles. All BlueCentral team members are encouraged to handle customer complaints as we believe that the most efficient means of handling customer dissatisfaction is to resolve disputes at the first point of contact.
  
  In cases where complaints need to be escalated, we have developed a Complaints
  Resolution Process which can be found in this document. Following are our performance objectives:
  - 2 business days response time for all ticket and email complaints
  - 5 business days response time for all postal or fax complaints

BlueCentral Services

• Servers and Networks
  Performance Objectives:
  - Maintain 99% service availability across all servers and networks within 12 month timeframe
  - Regular review of security policies and practices
• Product Development
  Performance Objectives:
  - Develop and deploy the latest technology, as required, to match customer requirements in order to support business needs

 

BlueCentral Complaint Resolution Process

At BlueCentral we believe Customer Service is an attitude and not a department

• Team Members
  All BlueCentral staff are encouraged to handle customer complaints. We believe that the most efficient means of handling customer dissatisfaction is to resolve disputes at the first point of contact.
• Senior Team Members / Team Leaders
  In the event that a complaint needs to be escalated, Senior Team Members from each department have the authority and experience to handle complicated disputes. In most cases, complaints are resolved without further need of escalation.
• Customer Service Manager
  The Customer Service Manager is the third point of escalation.

Third Party Complaint Process

BlueCentral, as an Australian Service Provider, has a duty of care to the public, and welcomes any third party complaints relating to the utilisation of its services that infringe any international or national laws or BlueCentral policies.

BlueCentral will review such communication as quickly as possible and take action as deemed appropriate by BlueCentral. All action taken by BlueCentral will comply with the guidelines of the BlueCentral Privacy Policy.

For further information and assistance relating to service provider obligations, please visit the sites below:

• Australian Federal Police
• Australian Competition and Consumer Commission
• Consumer Affairs Victoria
• Australian Broadcasting Authority

Access to BlueCentral internet data centres

Click on this link for more information on how BlueCentral customers with enterprise hosting can access our internet data centres.