Escalating Issues to Blueconnects Support
- Strict Prerequisite: Do not reach out to Blueconnects until all troubleshooting is exhausted within Telgoo5 or until the Telgoo5 team explicitly instructs you to contact them.
Escalation Steps
When an escalation is approved and required, follow these steps to submit your support request:
- Compose Email: Send your escalation request to support@blueconnects.com.
- Required Information: Ensure your email includes all of the following details:
- MDN (customer phone number)
- Exact issue the customer is experiencing
- How long they have been experiencing the issue
- Troubleshooting steps already completed
- Questions asked to the customer along with their answers
Realistic Timelines & Customer Expectations
- Response Window: Set clear expectations with the customer, as response times from the Blueconnects team can take up to 2 to 4 business days.
- Communication Best Practice: Inform the customer of this timeline upfront so they understand the expected turnaround while waiting for carrier-level intervention.