BTI | Technical Support

Hands-On Help, Backed by Standards.


BTI’s Technical Support team is the engine behind our MSP model — delivering fast, structured, and predictable user and device support through a policy-driven, SLA-backed support system designed for modern business needs.
 

About

What Is “Technical Support” at BTI?

At BTI, Technical Support isn’t just “calling the helpdesk.”
It’s a carefully structured service framework built on:

  • 🎯 Scope: Supporting only what’s approved and included

     

  • 📄 Documentation: Every action is tracked and reportable

     

  • ⏱️ SLA Enforcement: Response and resolution times are defined by plan

     

  • ⚙️ Standardization: BTI supports standard platforms only — and that’s by design

Technical Support is one of the primary delivery layers of our Managed Services, covering end users, workstations, software, printers, connectivity, and other daily-use technologies.

About

Examples of What We Support

Microsoft Windows endpoints

Core business apps and productivity tools

Local and cloud-based file storage

Domain login and password issues

Printer/scanner connectivity and troubleshooting

LAN/Wi-Fi connection issues

Software installations (within supported stack)

Device onboarding/offboarding

User-facing training and guidance

About

Why Clients Love Our Support Model

Unlimited requests — within defined scope and systems

Predictable costs — support isn’t a surprise invoice

Consistent experience — the same tools, methods, and process every time

Human-first support — real techs who know your system

Ticket-based and tracked — nothing falls through the cracks

Multiple contact options — call, portal, or email (plan-based access)

SERVICES

How It Works

📋 All clients choose a MSP Service Plan (Essentials, Premium, or Ultimate), which determines:

  • SLA speed

  • Method of contact

  • Support hours and availability

  • Access to vCIO reviews, reporting, and business continuity planning

🎯 Every support request is logged, categorized, escalated if needed, and documented for quality control and auditing.

Support You Can Count On — Without the Surprises.

BTI delivers fast, friendly, and fully documented technical support — structured to serve your users while protecting your business.

Speak to a Support Services Manager