We are happy to welcome you as a Blue Saffron customer and want to take this opportunity to provide some useful information and contact points on the following:

business services support
understanding my invoice
engineer installation or professional service contact
sales and new orders

Business Services Support

Service Desk Portal

https://servicedesk.bluesaffron.com – Access the service desk portal with your email and password. If you’ve forgotten your password, use our self-service reset feature. The portal not only allows ticket creation and updates, but will also give access to a number of additional support features including ticket management, knowledge base and custom business process forms (for example new starter/leaver processes). Having first logged an issue through the portal, subsequent interaction can be made via email.

Telephone

0845 882 0202 inside the UK and

+44 845 882 0202 from outside the UK

For high priority issues or for instances where service desk portal access is not possible, please make contact with a call to our support number.

Unless you have procured a 24/7, Rest of World (ROW) local business hours, or a bespoke support contract, our teams are available to support you during UK business hours Mon – Fri 9am – 17:30pm (excluding bank and public holidays).

You can of course use our service desk portal to raise/update tickets anytime of the day or night regardless of your support contract.

Please take the time to review our Servicedesk User Guide once you have logged into the Service Desk portal

Understanding my Invoice

Billing is processed monthly in advance for fixed term recurring service commitments, and by exception on an ad hoc basis. Variable usage based charges – typically phone calls, storage, or software licence purchases are billed monthly in arrears. Invoices will be emailed via PDF to the pre-agreed billing email address and will arrive by the 3rd working day of the month.

Payments will be processed by direct debit 10 working days after the invoice date.

Your first invoice will usually consist of:

a) pro-rated fixed term recurring service commitments calculated from the service commencement date to the last day of the month.

b) fixed term recurring service commitments for the upcoming month.

c) any variable usage based charges that have been incurred in the prior month.

d) any one-off services such as professional services, hardware, or installs that have been incurred in the prior month.

A guide to your bill is shown below.

If you need assistance with your invoice, our finance team can be contacted at finance@bluesaffron.com.

Engineer Installation or Professional Service Contact

Openreach Engineer

I have an appointment booked with an Openreach engineer to attend my site. What time can expect them to arrive?

If you have a morning appointment, the engineer will arrive between 08:00 – 13:00. If you have an afternoon appointment the engineer will arrive between 13:00 – 18:00. Make sure you have supplied us with your contact number and please ensure that someone is on site during the designated time frame, to allow access and demonstrate desired install location.

Professional services and other project work

Engagements of this type are agreed on a case by case basis, typically as part of a project. Meet timings will be agreed directly with the project or provisioning team upon sales order sign off.

Our project management tool of choice is Teamwork Projects. This web-based project management and collaboration platform is designed to help teams work together more efficiently and effectively. It offers a range of features and tools to streamline project management, communication and task organisation.

Sales and New Orders

Sales are the first point of contact for new business or changes to existing setups. They can be reached at,

a) sales@bluesaffron.com or a message direct to your dedicated account manager.

b) Telephone – 0844 560 0202 inside the UK and +44 844 560 0202 from outside the UK.

Once an order has been agreed with sales, accepted by you through the digital signing process, and validated through our provisioning team, updates on progress will be provided via email from provisioning@bluesaffron.com.