Four Critical Things You Need To Know
This is our Quick Start Guide! If you’d like more information about each of the points above, please read on. If this will do for now, then thank you for choosing Bulletproof InfoTech, and we look forward to working with you!
A note about CommandPost: If you do not see this program installed, give us a call at 1.800.842.9452 and we’ll take care of that for you.
1. CommandPost Agent
The Bulletproof Agent is our passive support tool that allows remote screen sharing (with your permission), and doesn't interfere in any way with your ability to operate your computer.
2. Power
When you are ready to go home for the day, please don't shut down your computer. Instead, perform a restart, but leave it powered on and logged off. (Expect your machine to reboot every night – see detail #3).
3. Support
If you need technical support, email us. If you need to speak to someone during business hours, call our office at our toll-free number: 800-842-9452.
4. After Hours
If you have an emergency after hours or on the weekend (before 7 am or after 5 pm Mountain Time), please PHONE 800-842-9452, and press ‘1’ when prompted for "emergency." If you email us about your problem, we won’t see it until the next business day, which will delay receiving support.
Getting Technical Support
With netSHIELD+, you never have to suffer from unresolved technical issues. If you have a problem with your PC, please email or call us! Our goal is to make sure you always have a computer that helps you work as efficiently as possible.
When you have a computer, printer, or network related issue, there are three ways to contact us:
If installed, launch the Bulletproof CommandPost
To open a new request, you can launch the app from the shortcut on your desktop or the Start Menu. This application also displays useful information that can help when working with one of our support professionals.
Phone our office
Red Deer: 403-340-1011 / Calgary 403-206-2233 / Toll Free: 800-842-9452
Email a description of your problem
Screenshots are welcome! Reach out to help@bulletproofIT.ca!
Expect to answer questions like:
“What is your name and the company you are calling from?”
“What is your machine name?”
Don’t worry if you don’t know it; we can help you find it! We can then “remote” into your computer and help solve your problem firsthand.
“How many people is this issue affecting?”
-and-
“How long has this been a problem? – or – When did this problem start happening?”
These two questions will help us determine your problem's impact and priority level.
“Is there a time this needs to be completed by?”
This usually relates to the severity and impact of your issue. For instance, if you know a program or license will expire by June 2nd, we need to fix it before then.
“Can you reproduce the error?”
If you can reproduce the problem, that will greatly help us troubleshoot and research the problem.
Pro Tip: You can right-click on the Bulletproof Agent icon by your clock and click on “Email a support request to Bulletproof” – it also has our ph# for quick reference. It is a Blue Shield with a White “B” in your system tray (Windows) or Status Bar @ top of screen (Mac).
When Contacting Us
Phoning is best for emergencies.
Calling us directly gives you the best chance to convey the urgency. Speaking of emergencies, if you are having a problem after hours, please call the number above, and the automated system will prompt you to press ‘1’ for Emergency.
If you do, you will be patched directly through to our on-call service team member.
Be aware that there may be times when you need to leave a voicemail.
The technician may be driving or in a spot where he can’t answer the phone for some reason.
Please don't email support requests directly to technicians.
As IT professionals, we recognize that email is a very important communication method.
Unfortunately, due to the sheer volume of emails we all receive daily, we simply can’t promise that we will be able to react quickly to an email in our inbox. If you are already working on something directly with a service team member, then email is a good way to keep that going. But please submit all new service requests using one of the three methods above.
I’ve submitted a request or phoned it in, now what?
Tickets emailed to Help@Bulletproofit.ca get automatically generated in our system with YOUR name attached to it. Our dispatcher sees new tickets in the system and does her best to assess impact and priority. At that point, she will assign it to one of the technicians to start working on the issue.
You may not get a phone call or email right away if we can handle certain elements ahead of time, like researching solutions, or reviewing our documentation and previous ticket history to look for trends. Sometimes, we can resolve “tickets” without contacting you at all.
That doesn’t mean you won’t know about it though! When a ticket is generated, you get an email notification. You also get an email notification when we update the notes and complete the work – along with a survey.
The survey is just one question:
Just click the face that reflects your experience! There is also a text field that gives you space to express your thoughts.
All feedback is shared with ALL technicians and reviewed weekly.
The Bulletproof Agent
One of our key support tools is the Bulletproof Agent. You’ll see the Agent if you look on your screen right around where your clock is located. (In some cases, you may need to click the tiny arrow first to expose more icons!)
The Bulletproof Agent is a small piece of software that looks like a Blue Satellite Dish. It runs on every PC in your organization that provides access, letting us:
Provide over the shoulder remote support by sharing your screen with a Bulletproof service team member (with your approval, of course!)
Perform automatic nightly computer maintenance that will keep it running smoothly.
Monitor your computer for impending hardware failures, crashes, and ‘blue screens.’
Access vital statistics like your hardware configuration, free drive space, installed applications, etc.
Deploy changes en masse, like implementing program updates (Java, Acrobat, etc.)
The Bulletproof Agent is a passive software program that performs tasks on your PC that we instruct it to do. The agent runs continuously in the background and doesn't interfere with system performance or any other installed software. It's merely a tool that we use to help us support you quickly and efficiently.
Regarding nightly maintenance
If you aren’t already doing this, we highly recommend that when you finish working for the day, please log off or restart your PC but leave it running.
We recognize that this is hard to do with laptops, so we suggest that you periodically leave your laptops running on AC power overnight to receive the recommended maintenance and updates. Make sure it doesn’t go to sleep! (Of course, if you would like help configuring the power settings, just let us know!)
Why do I need to leave my computer on but logged off?
Leaving your screen unlocked while your computer is on is a security risk. Rebooting a computer can help minimize that risk, freeing up the “locked up” areas of memory that some programs don’t release when you close them.
When you take these measures, leaving your computer on lets you leverage Bulletproof's automated maintenance which we put in place to keep your machine updated and happy, especially with security patching. Overnight, our system will push software updates (Adobe Acrobat, Java, Windows Updates, etc.) to your system.
Patches can happen on any night because we like to keep your devices as current as possible. That being said, expect that your machine will reboot every morning at 3 am. If you have any unsaved documents, you will lose that information. Keeping security patches updated will help prevent nasty viruses and cryptowall attacks.
Why Not Work With An IT Company Who Actually Understands?
Your complete Bulletproof Team consists of the Admin Team, Sniper Team, SWAT Team, Account Manager, and Worry Remover.
Our Admin Team can help you with billing or invoicing inquiries. If all our technicians are on the phone, you may end up speaking to someone on this team. They will do their best to record the information about your technical problem and create a Service Request, but they are non-technical and can’t really help with those types of Inquiries.
Our Dispatcher is also on this team. This is the person who assigns every service request to a technical resource as quickly and efficiently as possible. Our dispatcher works very closely with our technical teams to ensure continuity and ticket flow. They can be reached by hitting “1” when you phone us.
The Sniper Team is our first response team. Their goal is to resolve issues as quickly and conveniently as possible. Our purpose is to save you time and make every effort to get you back to work ASAP.
In the section above, we cover how to contact the Sniper Team. If your technical issue can’t be resolved quickly, requires a site visit, or requires deeper consulting time, the Sniper Team may need to escalate the issue to the SWAT Team.
The Sniper Team is housed at our tRed Deer office, but any of our phone numbers will reach them. (Hit ‘2’ for New Service Request.)
The SWAT Team exists in each of our offices (Red Deer and Calgary). They can perform site visits, implement project work, make larger network changes as necessary, and provide deeper consulting on issues to get to either a root cause or business solution. They fix whatever we can’t repair remotely by our Sniper Team.
The Account Manager is a senior team member who is responsible for your happiness. This person assists you with consulting, special projects, account management, administration, and a little bit of sales, and ensures that your organization has what it needs to work effectively with us.
The Sales Team can help you with the headaches involved in ordering products and finding exactly the right solution you need. Whether it be toner, computers, monitors, printers, or almost any type of device you require, we can probably source it for you. Give them a call and see how we can be your one-stop shop.
