Business Support

In this modern connected world, businesses rely heavily on Information Technology to provide their products and services to clients. With this great reliance on technology, it is important that business owners have access to cost effective quick and reliable support.

We understand that every business is different so our support is heavily tailored to each individual customer. Upon contact with Bitflo for the first time, we will organise a free no obligation site survey to give us a better understanding of where your technology sits now and how we can assist you to move forward. During the site survey we will look at things like age of computers, server and network infrastructure, patching and security, backups and cloud services. With the knowledge gained by this initial survey, we will be able to provide recommendations to improve your technology systems and also provide you with relevant support which will suit your business requirements.

When engaging Bitflo as your IT service provider, you will not only gain access to your primary technician but access to the entire team. Our team works closely together and is connected to ensure that knowledge is shared amongst all of our clients, this not only ensures that we can find a resolution to your problem quickly, but also ensures that we have a broad knowledge of small business applications and hardware.

Our team is highly skilled in server and network operations and management, dealing daily with vendor equipment including Dell, IBM, Lenovo, HP, Apple, Cisco, Microsoft and Linux. We have experience in the installation and maintenance of all small business applications including Windows, Exchange, Sharepoint, Office 365, Google Cloud, MYOB and Quickbooks. We also have experience in sector specific applications including Leap Legal, Console and Medical Director.

Support Styles

Permanent Onsite Support

Our permanent support style is suited to businesses who prefer an onsite technician on a scheduled day each week. An electronic helpdesk ticket system is used to ensure that all queries are dealt with quickly and efficiently, while providing an audit trail of all incidents. While the technician is on site, they are yours to instruct and will take care of any IT related tasks which you may have.

On Call

The on call style of support is our most popular support style. On call support does not only refer to phoning for urgent support issues, it can also be used by small businesses who would prefer to log a ticket with Winston, our Central Helpdesk. Logging a ticket with Winston is easy and can be done via phone or email, this system is designed for non urgent support calls. Tickets can be dealt with in bulk on a schedule of your choosing and this method ensures you are not locked into a certain amount of hours each month, you can use this service as required on an hourly charge.

Remote

Remote support is the easiest and most efficient method of support. The remote support method can be used by starting our remote access client from our website. Once the client has been loaded, your screen will be visible to our technician who can diagnose and resolve issues without coming on site. Once your issue has been resolved, simply close the remote access program and your screen will no longer be visible to our technician.

Support Methods

Email Request

Email support is our preferred method as this logs a ticket directly with Winston, our Central Helpdesk. Once your email has been received, you will be automatically sent a response which will include a ticket number. Our on call technician is notified when your ticket is received and your job is then assigned to a technicians queue.

Phone Request

Once you are a Bitflo client, you can phone 07 3157 1666 and select option 2 from the menu. Your call will be redirected to the On Call technician who will be able to assist with your query.

Emergency Support

We understand that IT systems can fail even outside of hours and to assist with this, Bitflo offers an ’emergency key’ for support. Bitflo Customers will be issued with this key to enable outside hours support for critical issues.