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Concierge Product Guide

Last Update: 7/21/2017 11:32 AM
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This product guide provides an overview of the resources you need to get started with BitTitan Concierge.

Product Description

BitTitan Concierge is customer service-as-a-aervice, a white-labeled support help desk delivered to your end users on a per-user, per-month basis. Concierge provides your customers with 24/7 support via phone and email. It allows Managed Services Providers to provide FAQ support for their entire business, as well as Office 365 support and desktop and mobile support.

Overview video

Watch the Concierge Overview video.

Package Descriptions

  • FAQ Based Support: 100% white-labeled phone and email support for every aspect of your business. Agents will answer phone calls and email as representatives of your company, triage issues, and attempt to resolve them by looking at your dedicated FAQ site or by searching online for a resolution. If they are unable to answer questions, they will escalate directly to you for resolution.
    • 24/7 support
    • Partner-specific authorization code. The Partner will share this code with the end users. When end users phone the dial-in number, they will be prompted to enter this code. Service engineers will answer the calls as a Partner representative.
    • Dedicated email address
    • Dedicated FAQ site
  • Office 365 Support: As an add-on to the FAQ Support help desk, you can provide Office 365 Support to your customers through BitTitan Concierge. Agents will triage issues and identify if the issue is related to Office 365. If it is, they will work with your end users to resolve issues to completion.
    • Technical support/troubleshooting, including, but not limited to:
      • Logging in to the customer’s computer and observing the issue
      • Identifying the real cause of the issue
      • Devising a solution to resolve the issue
      • Testing to ensure the issue is fully resolved
    • SKUs supported for Office 365 support are: Business, Business Essentials, Business Premium, E1, E3, E4, E5, Exchange Online Plan 1, and Exchange Online Plan 2
  • Desktop and Mobile Support: As an add on to the Office 365 and FAQ support you can provide full 24x7 support for all end users desktops and mobile devices.
    • PC and Mac support
    • Mobile device and tablet support
    • Desktop and laptop software installation and troubleshooting
    • Mobile device application installation and configuration
    • Configuring peripherals
    • Troubleshooting network connectivity issues
    • Technical support and troubleshooting for all desktop and mobile applications, including:
      • Logging in to the customer’s computer and observing the issue
      • Identifying the real cause of the issue
      • Devising a solution to resolve the issue
      • Testing to ensure that the issue is fully resolved

For a full description of support services and support boundaries, see the Concierge Support Description.

FAQ

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