Client Resolution Center (CRC)
When you make an investment in audio video technology, we know you count on the equipment to work wherever you are and whenever you want. BlueWater Technologies’ Client Resolution Center (CRC) provides customized support, resolutions and maintenance plans. There are several support options to choose from based on your particular needs and the criticality of the systems deployed. Our professional team of highly-skilled technicians and engineers prioritize calls based on the Client Resolution Center Program selected by the client as well as the critical nature of the concern.
BlueWater’s CRC consists of level 1 and level 2 support divisions, which include helpdesk, live internet, on-site technicians, training, and maintenance.
We also offer a Managed Service program that includes dedicated onsite technicians or engineers who will assist with issues. This is typically setup on an annual basis.
Level 1 Support
The Level 1 team is staffed 24/7 with certified technicians who operate the helpdesk as well as monitor live internet and ongoing client systems. When our clients place the initial call, they are routed to the helpdesk and a tracking ticket is immediately created to track and capture results. The types of tasks completed in level 1 include, but are not limited to: remote equipment/system troubleshooting, video conferencing, AV network, live internet, and general information and assistance. This also allows us to determine more quickly if escalation to level 2 is required.
The Level 1 team supports clients using BlueWater’s live internet services during major events as well as supports the hardware at a show site. The team monitors internet activity to ensure continuous uptime during the event; in most cases, we know if there is an issue before the client and are able to remedy the situation quickly. This team has the aptitude to walk our clients through troubleshooting, system configurations, and more while onsite.
Level 2 Support
The level 2 team has a different and highly-trained skillset to conduct additional remote troubleshooting if client network access is available, as well as onsite dispatch, maintenance and training to our clients. If the issue cannot be resolved during level 2 troubleshooting, a certified technician or engineer is dispatched to the client’s place of business the same day, 24 or 48 hours based on the SLA. BlueWater’s technicians are certified in the most sophisticated AV equipment in the country to provide our clients with the quality service they expect. In the case of equipment failure, BlueWater offers its clients access to select manufacturers’ extended warranties to protect their investment. A Hot Swap Program is also available.
Experienced field service engineers perform regular, pre-scheduled preventative maintenance inspections to prolong the life of the equipment. The visits are scheduled with the client monthly, quarterly, bi-quarterly or annually for the term of the CRC Program. Optional service contracts are available for enhanced service at an additional nominal cost, which may come with a parts-cache.
BlueWater’s CRC team of engineers and technicians has the wealth of knowledge you need to make sure you get the most out of your investment.