Platform users can connect with our support team through your Bluewater platform by clicking the tag located in the top right of any page or by emailing customersupport@bluewatercontrol.com.
Reseller Partners can connect with our support team by emailing partnersupport@bluewatercontrol.com.
Our Support team is focused on fast response times and superior communication throughout the lifespan of your incident. A ticket will be created to track the details of your request.
Simply click the ? icon located in the top right of the portal menu and support options will appear.
If you are unable to log in to your Bluewater Platform, email customersupport@bluewatercontrol.com for assistance.
Contacting Bluewater Support over the phone will not speed up the processing of your request and you will get a much better and faster experience by contacting support via the Bluewater platform or emailing us at customersupport@bluewatercontrol.com.
No, Bluewater support operating hours are Monday to Friday, 9am to 5pm (EST), excluding Public Holidays. After Hours requests will generate a ticket that will be attended to by the support team the next business day.
Bluewater is committed to assist you in resolving your issue as soon as possible. Sometimes that means focusing efforts on reducing the business impact and mitigating any negative impact on operations before moving to a full solution. Therefore, we make a commitment to Initial Response Time and to working with you until the impact of your issue is mitigated. The time it takes to troubleshoot and resolve a support request varies greatly based on the specific details of the issue. We will work with you to resolve the issue as fast as possible.
Monitor platform status, scheduled maintenance, and communications around any incidents that may be impacting availability or performance. bluewatercontrol.statuspage.io.
Critical
Description: Defects that occurs in a business-critical function and prevent further progress until resolved. There is no bypass available.
Response time: Investigation and issue resolution will commence within 24 hours, and the fix will be deployed outside of the normal deployment schedule.
High
Description: Defects that occur in a major function and are grossly wrong. There is a bypass available.
Response time: Investigation will commence within the ongoing sprint. Resolution will be deployed according to the normal deployment schedule.
Medium
Description: Defects that occur in a function, but progress can continue.
Response time: Investigation and issue resolution will commence within 2-4 weeks. Resolution will be deployed according to the normal deployment schedule.
Low
Description: Defects are cosmetic, such as errors in format or spelling.
Response time: Issue report will be assigned to the product backlog. Once resolved, it will be deployed according to the normal deployment schedule.
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