Knowledge Base
How do I contact the blueAPACHE Service Desk?
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.
Who can use the support@blueapache.com email address?
The support@blueapache.com mailbox is provided for registered blueAPACHE managed services customers. If you're unsure whether your organisation is registered for support, contact blueAPACHE and the team can direct you to the right channel.
What can the blueAPACHE help desk assist with?
blueAPACHE managed services support can assist across desktop and server environments, telephony, networking, cloud, backup and security. The exact services available depend on your organisation's blueAPACHE service agreement. According to blueAPACHE's broader support offering, the help desk provides unlimited 24/7 technical support with an Australian-based business hours team and global after-hours coverage, and blueAPACHE states it does not outsource any of its help desk operations.
How should I report an urgent or business-critical issue?
Call the Service Desk and describe the business impact and urgency of the issue. The team can then assess and prioritise the request in line with your organisation's agreed support arrangements.
Does blueAPACHE provide remote support?
Yes, blueAPACHE can provide remote assistance to end users and proactively monitor supported systems. If remote access is required for a request, the support team will guide the client through the appropriate process.
Is blueAPACHE support available outside Australia?
Yes, blueAPACHE supports clients across multiple regions, with teams in Australia, the United States and the United Kingdom. This aligns with blueAPACHE's Follow-the-Sun Support model, which uses teams across the USA, United Kingdom, and Australia to provide continuous coverage. Support coverage and response arrangements follow the services agreed for each organisation.
Where can I access the blueAPACHE client portal, and what if I can't log in?
emPOWER clients have access to a dedicated client portal and should use their existing portal login details to sign in. If you believe you should have access but do not have login details, or cannot access the portal, contact blueAPACHE and the team will assist in confirming access and directing you to the appropriate support channel.
What information should I include in a support request?
Include your contact details, the affected user or service, what happened, when the issue began, any error messages, and the business impact. Clear details help the Service Desk assess the request and route it efficiently.
Can I raise a support request by email instead of calling?
Yes, registered managed services customers can email support@blueapache.com, which is monitored by the blueAPACHE Service Desk. However, for an urgent issue, calling the Service Desk is the best way to explain the impact and priority.