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Technical Support

As an organisation’s dependency on ICT services grows, so too does the demand for first-class technical support. BT Ireland has strong ideas about what this entails. Fundamentally, it’s about the trust that has drawn customers to BT for decades. It’s also about having the speed and agility to meet the needs of 24/7 businesses, with layers of support that incorporate escalation plans, faster problem resolution and better reporting.

BT Smart Support is available in three layers at three price points. The different options provide each customer with a level of support that meets their needs at a lower total cost of ownership. The endgame is always the same: you focus on your business while we take care of the infrastructure and services that enable it.

All three options cover server, storage and network device infrastructure, including routers, switches, servers and SANs. There are no set-up costs and unlimited incident logs. Each option comes wrapped in a rigorous Service Level Agreement that determines the level of responsiveness you need from us.

Smart Support

All Smart options, including this entry-level service, use world-class incident management systems, an online portal and a feature-rich central monitoring toolset.

Service includes:

  • 8am–6pm weekday support
  • Ireland and UK coverage
  • Log and track faults
  • Remote support
  • Second and third-line support
  • Industry standard SLAs
  • Escalation process

 
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Smart Support Plus

Leverages our highly skilled technical support and service people to bring industry-recognised management processes to any service issue, from the initial technical response to problem resolution.

Products/services include:

  • Monthly service report
  • ITIL-aligned processes
  • Change/problem management
  • Phone support for top priority escalations
  • Ireland and UK coverage
  • Log and track faults
  • Remote support

 
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Smart Support Premium

Taking technical support to the highest level, BT becomes your trusted partner, meeting regularly and focused on delivering continual improvement that ensures your business runs more efficiently.

Products/services include:

  • 24/7 service desk
  • 24/7 priority support
  • Global coverage
  • Proactive monitoring
  • Quarterly review meetings
  • On-site priority response
  • Phone support for all priorities

 
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