How an engagement runs
Working with BlueNova IT
How an engagement with BlueNova IT runs in practice, from the first conversation to the day it ends.
- English & Spanish · Technical support
- Mon–Fri · 09:00–18:00 CET · Published hours
- One point of contact · In English or Spanish
BlueNova IT is the IT-services brand of Bluenova OÜ, based in Tallinn, Estonia. This page is for small and midsize companies with distributed or multi-site teams and little or no in-house IT. We work in English and Spanish, the scope is agreed with each organisation, and on-site work is confirmed per project.
The first conversation
Every engagement starts with a conversation. On your side, the decision-maker and, where you have one, the IT lead take part. We ask about three things: your people, your systems and your priorities.
We do not ask for passwords or credentials yet. Access comes later, and only with your written authorisation, as described below. If you prefer, you can first read about BlueNova IT or browse the frequently asked questions.
Your first 30 days
Onboarding is personalised for each organisation, and it follows a standard protocol that begins with discovery and documentation. The four stages below take place across the first 30 days.
- Discovery and documentation of your environment.
- An inventory of your devices, collected through a monitoring and management (RMM) agent on the devices.
- Handover from your previous provider, when you have one.
- Support first and maintenance after, so onboarding is phased.
This is also how we onboard managed IT services, where the scope is agreed with you first.
Access and credentials
You authorise each access in writing and decide who gives that authorisation; each authorisation says which access is needed.
Administration accounts are created or kept in your name, not in BlueNova’s. Accounts, licences and data stay yours.
The documentation of your environment
The documentation belongs to you. It is kept in a space that you can always access. See an outline of that documentation (illustrative example).
A typical week
Tickets are handled in the published hours, Monday to Friday, 09:00–18:00 CET. Planned maintenance is part of the week. Backups and alerts are reviewed within the agreed scope, again in the published hours. What the scope includes depends on your organisation and is agreed with you first.
If you have your own IT staff, our guide to co-managed IT, managed IT and break-fix explains how the models differ.
How requests are made
Requests go through shared tickets and a channel agreed with you. You have a single point of contact, in English or Spanish, for every service. Our guide to bilingual IT support for distributed teams goes into more detail.
How an engagement ends
When an engagement ends, we hand over the documentation of your environment, up to date. Removal of access is agreed with you and recorded, including who removes what. If you move to another provider, we cooperate in the handover.
Related reading: IT outsourcing and our guide on outsourcing IT or keeping it in-house.
What we do not do
We do not provide support outside Monday to Friday, 09:00–18:00 CET. Our guide on how to choose IT support cover helps you compare the options.
Questions about working with BlueNova IT
Who takes part in the first conversation, and what do you ask?
Who owns the documentation and the administration accounts?
Who do we deal with day to day?
Do you provide support outside the published hours?
What happens if we decide to end the engagement?
Tell us about your situation.
Use the contact form. We reply during the published hours, and we may ask a question or propose a call.