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Support Experience

preparedness, prompt response and positivity.

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Process

Time is absolutely everything.

LISTEN

Our engineers are here for your staff to express their experience. It is our responsibility to hear the impact a problem is creating and solve to correct it. We have 4 distinct points of entry for issue collection. Your needs will be heard and they will be communicated throughout your visit.

TRIAGE

Your engineer will ask pointed questions about the issue to determine root cause. We will pose questions relative to the problem, not our solution. The number one complaint technical companies get is in the use of technical jargon. We believe users deserve clear and simple communication about the problem.

PREPAREDNESS

CodeBlue staffs it’s own help desk. This is not an outsourced service. We train our engineers to conduct troubleshooting, and we prepare them with critical business information relative to your companies IT. Your call-in experience gets better each time with our proprietary ticketing system that allows us to capture historical knowledge of you, the potential problem and your business at large.

EXECUTE OR ESCALATE

The breaking point for an end-user is usually not knowing how long something will take to fix. During Triage, that message must be carried forth with confidence. The focus of a help desk should always be resolution. If resolution requires escalation, the end-user should not have to start over again. The documentation process must be effective.

OUR GOAL

CodeBlue takes great interest in the improvement of these inbound opportunities to make lasting impact and convey our dedication to up-time. We know that producers expect fast, friendly support that will not result in lost time, lost productivity or long-term problems.

Meet Your Team

Our team is a family. Each person contributes to the end result. From Help Desk to Field Service, everyone understands the goal of our customers.

See what others have said

Customer Reviews

“CodeBlue took on an extensive migration for our company. One with many moving parts, schedules and objectives.They identified a lasting solution, proposed it in clear terms and executed on schedule and on budget. CodeBlue’s engineers are confident in their work, professional in their approach and courteous at all times. From project planning to project closure, CodeBlue is our ideal partner.”          – Lela
“Our recent experience using CodeBlue to migrate our in house Windows and file servers to their secure cloud has been awesome.  The CodeBlue team took the time to determine our needs, architect a good fit, and implemented it with professionalism.  The switch over itself was close to flawless; but more importantly that they jumped on the few loose ends quickly.  We couldn’t be happier with our new infrastructure and are confident in its security, reliability and most of all our support from Code Blue.  Well done!”
-Mark
I just wanted to send a quick message about Remon and Cory and their help for our Event.   Both of them offered so much support during this event and especially Cory yesterday had a lot of pressure on him to make sure this webinar executed properly.  He never showed any stress even though there were a few moments in the beginning where he had to talk the Dr. through a few things to get connected.  He was completely calm cool and collected and just made it happen.  She complimented him after the fact as well as Remon because he helped her the day before for the test run.  The room ended up giving Cory a round of applause for his work making sure they were connected with her. -Lisa
I just wanted to drop a quick note and let you know that Brandon is doing an excellent job with regard to improving our patching posture.  This weekend’s patch report was remarkably up to date with far fewer outstanding patches than I’ve ever seen before.  I personally commended Brandon on his thoroughness of execution and wanted to share this update with you personally. – Jay
Good evening.  I want to commend one of your employees, Brandon.  I needed to find an authorized HP repair facility for an Extended Warranty for my HP laptop.  Blue Code Technology was listed as one of the authorized HP repair center on the HP website. Brandon was extremely helpful and went above and beyond to assist me in completing a claim form.  I was so impressed with his work ethics and dedication to assist me in this process.  Also, thanks to your team that assisted him in the process as well. – Beverly
Corey is very knowledgeable and very professional. Every time that he is in the office, he is able to quickly resolve any and all issues. Thanks, Corey! – Tina

Support Options

CodeBlue tailors support for your needs.

On-Demand

  • Time and Materials tech support
  • Issue documentation and resolution
  • Great for occasional needs

Proactive

  • 24/7 Monitoring and Reporting
  • Quarterly Business Reviews
  • Preventative Maintenance
  • Discounted Hourly Rate 

End-to-End

  • 24/7 Monitoring and Reporting
  • Monthly Business Reviews
  • Security and Risk Assessments
  • Preventative Maintenance
  • Unlimited On-site and Remote Support