Bluebird Support – Overview
Purpose
Bluebird Support provides comprehensive physical security system administration, IT network infrastructure management,
and point-of-sale (POS) system support for organizations of all sizes. Our vetted in-house team handles various inbound
and proactive tasks, ensuring optimal performance, security, and operational continuity.
Core Services Included
- Dedicated Success Manager: Personalized account management to deeply understand your operational needs, existing systems, future goals, and preferred communication methods.
- Pre-Allocated Monthly Support Hours: Flexible hours for both OnDemand and scheduled support tasks.
- Customized SLA: Tailored Service Level Agreements with clearly defined response and resolution times.
- Omni-Channel Communication: Convenient, flexible communication via Zendesk, SMS/text, Slack, dedicated phone
number, and email. - Personalized Support Ticketing: Zendesk-powered ticketing system for streamlined management of support requests.
Who Benefits From Bluebird Support?
- Retail establishments, educational institutions, and manufacturing facilities requiring efficient incident management and adherence to safety standards.
- Organizations with frequent staff turnover or continuous hiring needs.
- Multi-location companies needing consistent physical security system oversight.
- Businesses aiming to focus operational resources elsewhere, relying on trusted experts for security and IT management.
OnDemand Support Task Examples
- Equipment configuration and remote adjustments
- User account management
- On-site service coordination
- Incident management and emergency response via BreakFix
- System outage notifications
- Footage searches, tagging, and archiving
- End-user and administrator training
- Third-party vendor coordination and product sourcing
Scheduled Support Task Examples
- Regular system audits and compliance checks
- Scheduled reporting and analytics review sessions
- New feature rollouts and training
- Vulnerability assessments and system enhancement recommendations
Zendesk Ticket Management
- Detailed reporting of support activity, task assignments, and resolutions.
- Management of user-based communication channel deployment and testing.
Pricing Structure
- Monthly fee tailored to organizational complexity and service scope, encompassing proactive monitoring, remote support, dedicated success management, and scheduled system maintenance.
