Support
Technical Support Built Around Customer Success
Overview
bTrade’s Technical Support team consists of experienced professionals with deep expertise in Managed File Transfer, secure communications, networking, operating systems, infrastructure and enterprise security. This broad knowledge allows our team to understand the complete customer environment, not simply the bTrade software operating within it.
Our North American team is headquartered in Dallas, Texas, in the Central Time Zone, providing business-hours coverage that overlaps with customers across United States and Canadian time zones. Optional enterprise coverage provides support 24 hours a day, 7 days a week, 365 days a year for Severity 1 and Severity 2 incidents. Coverage hours, response targets and escalation procedures are established with each customer based on its operational requirements.
Our support professionals work closely with customers and partners throughout the solution lifecycle, from installation and configuration through upgrades, optimization and resolution of complex production issues. They receive ongoing training directly from bTrade Engineering on new product capabilities, protocols, integrations and evolving security standards. When deeper technical analysis is required, Support and Engineering collaborate directly to reach the appropriate resolution as quickly as possible.
This customer-focused approach reflects how bTrade has operated for more than 36 years: building long-term partnerships, listening closely to customer requirements and continuously improving our products and services based on real operational needs. bTrade’s service quality and vendor responsiveness have also been independently recognized through verified customer feedback in the SoftwareReviews Managed File Transfer rankings.
Technical support is available to customers with an active license agreement and current annual maintenance. As part of annual maintenance, each customer receives one Annual MFT Environment Review and Action Plan at no additional charge. bTrade reviews the customer’s MFT environment, identifies potential operational, security, performance and configuration improvements, and provides prioritized recommendations and suggested next steps. Customers seeking more frequent reviews, ongoing optimization or hands-on operational assistance can extend these capabilities through bTrade’s Managed MFT Services.
Key Support Features
bTrade’s Technical Support team consists of experienced professionals with deep expertise in Managed File Transfer, secure communications, networking, operating systems, infrastructure and enterprise security. This broad knowledge allows our team to understand the complete customer environment, not simply the bTrade software operating within it.
Our North American team is headquartered in Dallas, Texas, in the Central Time Zone, providing business-hours coverage that overlaps with customers across United States and Canadian time zones. Optional enterprise coverage provides support 24 hours a day, 7 days a week, 365 days a year for Severity 1 and Severity 2 incidents. Coverage hours, response targets and escalation procedures are established with each customer based on its operational requirements.
Our support professionals work closely with customers and partners throughout the solution lifecycle, from installation and configuration through upgrades, optimization and resolution of complex production issues. They receive ongoing training directly from bTrade Engineering on new product capabilities, protocols, integrations and evolving security standards. When deeper technical analysis is required, Support and Engineering collaborate directly to reach the appropriate resolution as quickly as possible.
This customer-focused approach reflects how bTrade has operated for more than 36 years: building long-term partnerships, listening closely to customer requirements and continuously improving our products and services based on real operational needs. bTrade’s service quality and vendor responsiveness have also been independently recognized through verified customer feedback in the SoftwareReviews Managed File Transfer rankings.
Technical support is available to customers with an active license agreement and current annual maintenance. As part of annual maintenance, each customer receives one Annual MFT Environment Review and Action Plan at no additional charge. bTrade reviews the customer’s MFT environment, identifies potential operational, security, performance and configuration improvements, and provides prioritized recommendations and suggested next steps. Customers seeking more frequent reviews, ongoing optimization or hands-on operational assistance can extend these capabilities through bTrade’s Managed MFT Services.
Key Support Features
- 24-hour access to the bTrade Support Portal, which allows our managed file transfer customers to create and track tickets
- Quick response times to initial request
- Experienced, knowledgeable, and customer-focused staff
- Timely updates on open incidents
- Accelerated response time for production incidents