Client FAQ

Our aim is to give you choices, but some contact methods are better than others for different situations. Here are some guidelines to help you get the best possible service from BlueChannel.

Phone

Consider contacting us by phone when you need help that can’t be handled via email, want to alert us about an urgent problem, or require an immediate response.  We try to answer phones during business hours. If you get voicemail, it is pushed to our entire team for the fastest possible response time.  If you leave a message, there is no need to email us as well.  If you don’t leave a message, we will generally not call you back.

  • Email Tech Support: Did your email stop working? Do you need to update your password ASAP?
  • Website Tech Support: Is your website not loading? Is something important broken on your site?
  • Complex Website Updates: Are the changes you would like to make hard to describe via email?
  • Project Meetings: Are you starting a new website project? Would you like to redesign your current website?

 

Email

Consider sending an email when you need to make a website content update or have a question that does not require an immediate response.  While we attempt to answer emails extremely quickly, and in no cases ever longer than one business day, please keep in mind that folks travel, have time off, and work different schedules, so response times may vary.  If you need something done immediately, consider calling us instead.

  • Email Tech Support: Do you need a new email account created? Do you need to update an employee’s password?
  • Website Tech Support: Do you need FTP credentials before the weekend? Is something non-critical broken on your site?
  • Website Updates: Would you like us to update your page content?
  • Schedule meetings: Would you like to schedule a time to speak to a specific BlueChannel employee?

 

Web Chat

BlueChannel offers a real-time web chat option in the lower right of our website.  There is typically more than one person logged in and ready to help you during business hours. You may use it to chat with us regarding any of the issues that you might call or email about. It allows for clear, written communication but with faster conversation than email.

Don’t forget to check the BlueChannel Twitter page for service outage announcements and updates if you’re experiencing a website outage.  If it’s posted there, we are aware of the problem and may not respond to you personally if you make another inquiry, as all efforts will be focused on resolving the issue at hand.

The BlueChannel rate is no more than $135 per hour, and in some cases less.  We bill in 15 minute increments.  You can get the best value by purchasing discounted blocks of prepaid hours, batching requests, or arranging for flat-fee regular updates.

Updates involving page content: text, images, links, files, etc.
We accept changes via email, phone, fax, or chat, but please realize that the easier you make it for us, the less time changes take to make, and the less we need to bill you. We recommend sending most website updates via email. By sending your updates via email, you can include the exact spelling and phrasing, attach images, and provide links to the pages you want changed.  We attempt to work with you to be as efficient as possible with changes, and as reasonable as possible with billing.

Complex Updates
Sometimes you just can’t explain the changes you would like to make well enough via email, or it would take too much time. Feel free to give us a call to explain and discuss. If it’s a not a quick conversation, and you don’t want to feel rushed, consider scheduling a meeting with us in advance so you can have our undivided attention.

We are a tight-knit team. While we each do a little of everything and cover for one-another, we also each have different strengths and skillsets. Depending on the request complexity and timeline, you may or may not work with the same person each time.  We generally favor fastest response time over continuity of who are are working with.  If you prefer to work with a specific individual, or perhaps not work with another, just ask!  We won’t take it personally; our goal is to serve you best.

Paying your BlueChannel invoice is easy.  You have options.

  • Click the link in the invoice email you received, and you can bypass the login and go directly to the secure online payment form. You can also log in here or by clicking on the “Pay Invoice” link below, but you will need credentials. Contact us if you need them.
  • Call us at 970.367.7611 and we can take  your credit card information over the phone.
  • Mail us a check: BlueChannel, Inc.| PO Box 771624 | Steamboat Springs, CO 80477-1624
  • Drop off a check: BlueChannel, Inc.| 345 Lincoln Ave., Suite 204-A | Steamboat Springs, CO 80487-8907

There are a multitude of reasons why your email may have stopped working. BlueChannel is committed to providing you the tools necessary to keep you in the loop, enable you to help yourself as much as possible, and to provide hands-on assistance when needed.

Common reasons why your email might not be working are:

  • A Wrong Setting: Most issues can be traced back to an incorrect setting. Some devices, such as Apple products, reset to default settings after updates which can prevent your email from working. Begin by verifying your settings against a working device.
  • Internet/WiFi Connectivity Issues: Error message such as “cannot connect to remote server” could indicate an internet/wifi connection issue. To rule out connectivity issues, make sure that you are able to connect to non-BlueChannel websites such as CNN.com.
  • Service is down at BlueChannel: While BlueChannel strives for the most uptime possible, there are times when service will be interrupted for maintenance or an unforeseen issue. Check the BlueChannel Twitter page for reports of any known service outages or upcoming maintenance.

No. Like most reputable email service providers, we don’t allow our clients to send mass email from our servers. It only takes one of every thousand recipients to complain for it to cause deliverability problems that could potentially affect all users on our network.

We recommend that you use a 3rd party service, like MailChimp or Constant Contact, to send mass emails. This will protect our servers’ IP addresses from getting banned, and protect the reputation of your domain with recipients’ anti-spam services. Contact us for more details.

Your Personal Dashboard will allow you to review the inbound and outbound quarantined messages, and have access to your Spam Digest settings.

To access your Personal Dashboard, please sign in here using your full email address and email password
If you already receive your Daily Spam Digest email, you can click on the link located at the bottom of the email to access your Personal Dashboard. 

If you have not logged into your Personal Dashboard before, you may need to sign up first by following these steps:

  1. Begin by going to the Edgewave/Redcondor Console Panel
  2. Next, click on the “Sign Up” link to begin the processdashboard-signup
  3. On the next panel, sign up using your full email address and email passwordsignup-form
  4. A verification email will be sent to your email address which will ask you to click on a link to activate your account.
  5. After you’ve clicked on the link to activate your account, you will be redirected to the login screen and there should be a message that says your email address was successfully activated. Log in using your email address and password.Personal Dashboard Login
  6. If this is your first time logging in, you should see a welcome message which explains the four different sections: Messages, Settings, Policies, and Status.welcome-message
  7. From the Messages tab on your personal dashboard, you should be able to access/view your Inbound and Outbound Quarantined messages and release any emails that you need.release-emails

Google flags the Daily Spam Digest sent out by the BlueChannel as being spam, and it gets automatically rejected by Google. As a result, BlueChannel email addresses that forward to a Gmail account have the Daily Digest turned off.

While you might not be able to receive the Daily Digest each morning, you still have access your Personal Dashboard which contains a list of your inbound and outbound quarantined emails. From the Personal Dashboard you can release any emails that you may need.

To access your Personal Dashboard, please sign in here using your full email address and email password

If you have not logged into your Personal Dashboard before, you may need to sign up first by following these steps:

  1. Begin by going to the Edgewave/Redcondor Console Panel
  2. Next, click on the “Sign Up” link to begin the processdashboard-signup
  3. On the next panel, sign up using your full email address and email passwordsignup-form
  4. A verification email will be sent to your email address which will ask you to click on a link to activate your account.
  5. After you’ve clicked on the link to activate your account, you will be redirected to the login screen and there should be a message that says your email address was successfully activated. Log in using your email address and password.Personal Dashboard Login
  6. If this is your first time logging in, you should see a welcome message which explains the four different sections: Messages, Settings, Policies, and Status.welcome-message
  7. From the Messages tab on your personal dashboard, you should be able to access/view your Inbound and Outbound Quarantined messages and release any emails that you need.release-emails