BTG's Support services provide technical expertise on hand, ensuring optimal network, hardware, server and system infrastructure performance for your business. Several support functions are available and can be customised to meet the individual needs of your business.

Remote & Onsite Support

BTG's technical engineers will work remotely where possible to eliminate travel costs, but are always available to come to site should the situation require this action. We recommend a combination of technical engineers performing Remote and Onsite Support, complemented with Remote Monitoring, and Helpdesk services as the most efficient way to address most client requirements. This gives the client access to the right skill sets at the right time, and at the best cost.

BTG's Remote Monitoring and Management service offers secure network and server monitoring and fault resolution over a secure connection from BTG's Network Operations Centre (NOC) at BTG's offices.

24 X 7 Options

BTG offers a 24x7 Engineering Coverage service. Clients selecting this service, specify the hours outside normal business hours that they require support. Clients use the XO-Client Portal or SMS service to escalate all 24x7 work requests, this in turn notifies the On Call Engineer immediately via SMS. Service Level Agreement (SLA) response time frames are negotiable to meet Clients' requirements.

Helpdesk

Helpdesk services can operate as a first point for a client's infrastructure, or as a back up to existing ICT staff. Trained specialist helpdesk engineers are available to support a variety of first level support. All work is recorded into the XO-ClientPortal to allow the clients to keep track of all work and costs. Helpdesk services are available during normal business hours.

Client Portal

BTG's XO-ClientPortal system assists Clients to keep in touch with BTG. The Portal grants Clients a real time access to work in progress and to keep track of costs. The ClientPortal provides a permanent system to escalate work instructions directly to the dedicated support engineer and provides the option to have urgent work escalated immediately via SMS.

Change Management

BTG offers a Change Management System to assist clients in managing and notifying infrastructure changes. This system is designed to streamline and simplify outage notifications where multiple approvals are required it also ensures all appropriate parties are informed of changes.