Services

Flexible expert help, on your terms.

Expert guidance for Atlassian, HaloITSM, Asana, Zephyr, monday.com and Freshworks — from prepaid Consultation Time Banks to SLA-backed support. Scale up or down as you need to, without being locked into a rigid long-term contract.

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Flexible expert help for work management tools

Expert help when you need it — not a contract you have to grow into.

BDQ's Managed Support Services are designed to provide you with expert, flexible and scalable support for your chosen tools — whether it's Atlassian, HaloITSM, Asana, Zephyr, monday.com or another supported platform. From rapid-fire technical questions to long-term optimisation, our tailored support plans offer the flexibility your organisation needs, backed by proven expertise and real-world results. Whether you're looking to maintain your current configuration, onboard new teams, or evolve your usage to meet changing business needs, BDQ is here to help — without locking you into long-term, rigid contracts.

Platforms we deliver on

Premier

Our support options

A modular, scalable way to get the help you need.

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. Time banks are ideal if you need flexible access to expert help without committing to a full project. Sold in one-week blocks of 37.5 hours at £6,000 (+VAT) per week, valid for 12 months.

→ Configuration — Configuration and workflow changes.
→ Training — Ad-hoc training sessions and drop-ins.
→ Best practice — Guidance on best practices and platform usage.
→ Upgrades — Upgrades and feature implementation.
→ Reporting — Reporting enhancements (e.g. with Tempo or dashboarding).
→ Minimum request — 2-hour minimum per request, with no SLAs.
→ Validity — Hours are valid for 12 months and are non-refundable.

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. 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.

→ Pre-booked — Pre-booked time for larger or phased tasks.
→ Minimum engagement — Minimum half-day per job role per engagement.
→ Discount — 16.7% discount versus the standard day rate.
→ Minimum purchase — Minimum purchase: 30 days.
→ Pricing — £29,995 (+VAT) for 30 days.

Ongoing Optimisation

We'll help you get continuous value from your tools — not just fix issues when they arise. More information on our Optimisation & Adoption Services.

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

SLA-Based Support Tiers

We offer structured, SLA-backed support plans tailored to your internal resource needs and business criticality. Whether you need guaranteed uptime or simply want peace of mind, we've got a support plan that fits.

→ Priority — Priority response and resolution times.
→ Incident management — Defined incident management processes.
→ Named contacts — Named contacts for consistency.
→ 24/7 — Optional 24/7 coverage for critical systems.
→ Transparent — Transparent, Jira-backed ticketing and updates.
→ Pricing — Pricing based on the number of users.

Support Portal Access

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

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

Why BDQ?

A consulting partner, not just a helpdesk.

Choosing BDQ means partnering with specialists — not generalists — who go beyond support tickets. We're not just a helpdesk; we're a consulting partner with a long track record of delivering successful implementations and transformations across sectors.

Why teams choose our support

What sets BDQ support apart.

Certified expertise, proven results and a delivery approach built around outcomes.

Certified Partners

For work management tools such as Atlassian, HaloITSM, Zephyr, Asana and more.

Real Customer Results

From NAZ's collaborative goal tracking in Asana to Betway's streamlined Jira Service Management desk, we've helped organisations of all sizes get more from their tools.

Agile Delivery

Our AIM methodology ensures that even support engagements are transparent, collaborative and outcome-focused.

UK-based, remote-first

We deliver high-quality remote services with global reach — from SMEs to enterprises managing billion-dollar projects.

Easy to work with

Procurement-ready, and built for the public sector.

Certified people, compliant processes and flexible commercials — so getting BDQ on board is straightforward.

Certified experts

All our consultants are certified experts in the platforms they support.

Security questionnaires

We complete any security questionnaires your procurement process requires.

Public sector frameworks

Available to the UK public sector via G-Cloud 14 and SCOTSVAR.

IR35-friendly

Our engagement model is IR35-friendly, with NET30 invoicing in GBP or USD.

"It is cheaper and quicker to use an experienced Atlassian Solution Partner like BDQ, than to do it internally"

Customer testimonial, Case Studies

Customer Success Stories

"BDQ were really hands on. Their consultant was brilliant, and really knew his stuff."

Rhod Williams — Head of IT Planning, The Wine Society

"Everything has worked flawlessly since go-live — we've not needed to raise a single incident with BDQ!"

Tom Cahalan — Managing Director, Aurora Commerce

"We worked well together with BDQ. There wasn't anything that we wanted, that couldn't be delivered."

James Millard — Operations Manager, EMR Settlement Ltd

"We estimate 130% improvement in terms of workload and efficiency… a significant USD saving."

Laura Studwell — Marketing Director (North America), Universal Robots

"We're very happy, BDQ have done an amazing job."

Javid Khan — CloudGuard

"I estimate that you've saved me at least 182.5 hours a year of non-billable admin time (per person!)"

Susan Snipes — Employ HR Pro

Trusted by teams worldwide

Managed Support Options

Frequently asked questions.

What tools do you support under managed support?

We support all our solution partner platforms: Atlassian (Jira, Confluence, JSM), Asana, Zephyr, HaloITSM, monday.com, Freshworks, Device42, Lansweeper, Sonatype, and more.

Do I need to commit to a long-term contract?

No. Time banks and support options are available on a flexible basis — scale up or down as needed.

Can I combine support with a new implementation?

Yes, absolutely. Many of our clients purchase support time banks alongside new deployments for post-launch optimisation or onboarding.

What's the difference between support time banks and SLA-based support?

Time banks are ideal for flexible, expert-led improvements. SLA-based support includes guaranteed response times, monitoring, and dedicated service management — best for business-critical environments.

Do you provide SLAs with Time Banks or Draw Down Days?

No. SLAs are only included with Managed Support. Time Bank and Draw Down Days work is fulfilled on a best-effort basis.

Do you support both Cloud and Server deployments?

Yes — we support Cloud, on-site Data Center and Server, as well as hybrid environments.

Are unused Time Bank hours refundable?

No. Time Bank hours are valid for 12 months but are non-refundable.

Can I switch support models as my needs evolve?

Yes. Many customers start with a Time Bank or Draw Down Days and transition to Managed Support as their needs grow.

Explore Support Plans with BDQ

Let's talk.

Our clients value our practical, outcome-led approach. Whether you're looking for peace of mind or ongoing improvements, BDQ's support services are tailored to help you get the most from your tools — and your investment. Use the form to start your project, or email us at enquiries@bdq.cloud.

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Implement it properly. Run it well.

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