Blue Sky Communications · Support guide

How to log and escalate a ticket

Log a ticket from the Client Portal page after the checks in the other support guides. The message goes to the network operations centre.

Log a ticket

1. Open the Client Portal page and choose Log a ticket.
2. Send the email to noc@blueskysat.com. Keep the ticket reference in the subject, for example BSC-20261007-K9KO.
3. In the message, include the site name, what stopped working, when it started, and whether every device is affected.
4. Add which lights are on if the modem or router looks unusual.

Escalate

Escalate is available two hours after that ticket is logged, on the same browser. Until then the button stays off and the page shows the time remaining.

1. Return to the Client Portal page.
2. When Escalate ticket is available, choose it.
3. Send the email. The subject already names the same ticket reference.

A new ticket starts the two-hour wait again. Use escalate for a ticket that is already logged, not instead of the first email.