Frequently asked questions
The short answers, with links where there is more.
How fast will you respond? Depends on ticket priority — see Service levels and response times.
How do I open a ticket? Submitting a support ticket — email, portal button, or chat handoff.
What are block hours and do they roll over? Managed services and block hours explained, rollover detail in Block hours: rollover and top-ups.
How do I pay an invoice? Ways to pay your invoice — pay link, transfer, or standing arrangement.
Can I change a project mid-flight? Yes — changes are written up with date/cost impact and start on your sign-off. See Tracking your project.
Who can see my data? Only staff assigned to your account, individually logged. See How we protect your data.
Can I get my data out? Any time — see Requesting a data export or deletion.
What else does BTS do besides the portal? Quite a lot. Beyond this workspace we offer:
All of them run through the same ticket system and the same service levels — one relationship, many services.
Can I combine services? Yes, and most clients do: a development project that lands on managed support, MediaManager running alongside it, infrastructure underneath. Your point of contact will propose a mix and one agreement to cover it.
Do services outside the portal use the same billing? Yes — everything lands on the same invoices with the same line-item transparency. See Understanding your invoice.
The chat widget did not know the answer. It answers from published articles only; anything else becomes a ticket automatically — you lose nothing by trying it first. See What the chat widget covers.
Is there training on how to use all this? Yes — the workspace has a training course for every module, plus an orientation course. See Product guide: training.
Can we connect with other organizations we work with? Yes — workspaces connect explicitly, then share a feed and private messages. Nothing is shared until both sides accept. See Product guide: community.
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