BDQ Support Options

Our Support Options

We offer a modular and scalable support structure to suit your technical environment and business needs. All support services are delivered by certified consultants with deep hands-on experience in your selected platforms.

🕒 Consultation Time Banks

Prepaid hours that give you access to expert support as and when you need it.

These hours can be used flexibly across:

• Configuration and workflow changes
• Ad-hoc training sessions and drop-ins
• Guidance on best practices and platform usage
• Upgrades and feature implementation
• Reporting enhancements (e.g. with Tempo or dashboarding)

Time banks are ideal if you need flexible access to expert help without committing to a full project.

➡️ Explore the details of our Consultancy Time Banks >>

📅 BDQ Draw Down Days

Structured, cost-effective support for larger tasks and planned enhancements.

Ideal for organisations that require hands-on help for more complex support needs, such as migrations, enhancement projects, or structured configuration changes. These are pre-scheduled days reserved for dedicated consulting work, offering significant savings over standard day rates - while ensuring availability when you need it.

• Pre-booked time for larger or phased tasks
• Minimum half-day per job role per engagement
• 16.7% discount vs. standard day rate
• Minimum purchase: 30 days

This option is perfect when your needs go beyond ad-hoc support but don’t require a full project engagement. Ideal for continuous improvement, upgrades, migrations, and regular cross-team collaboration.

➡️ Just one part of our BDQ Support Options >>

🔄 Ongoing Optimisation

We’ll help you get continuous value from your tools - not just fix issues when they arise.

Typical areas include:

• Iterative improvements post-implementation
• Adding new teams or departments
• Introducing new features or automations
• Health checks and performance reviews
• Data cleanups and usage audits
• Rolling out cross-functional reporting (e.g. Zephyr test management or OKR tracking in Asana)

➡️ More information on Optimisation & Adoption Services >>

🛠️ SLA-Based Support Tiers

We offer structured, SLA-backed support plans tailored to your internal resource needs and business criticality. Features include:

• Priority response and resolution times
• Defined incident management processes
• Named contacts for consistency
• Optional 24/7 coverage for critical systems
• Transparent, Jira-backed ticketing and updates

Whether you need guaranteed uptime or simply want peace of mind, we’ve got a support plan that fits.

➡️ We're here when you need us with easy ways to get in touch >>

🧰 Support Portal Access

All support customers receive access to our Jira Service Management portal:

• Submit, track, and manage requests in real time
• Self-service articles (customised to your setup)
• Knowledge base integration
• Email and portal intake
• SLA and KPI reporting available on request

Our support portal offers a frictionless, auditable experience - built using the same service desk tools we implement for clients like Betway and EMR Settlement.

➡️ Submit a ticket through the BDQ Support Portal >>