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BTP - Prospective Customers

Scope, Activities and Deliverables

Buff Techs Pro (BTP) provides proactive and reactive technical support for computers, tablets and mobile devices. This includes the management and maintenance of computers, monitoring customer needs, incident response and troubleshooting and repair.

Consultation, Planning & Recommendations

BTP conducts a technical and business review as part of the initial BTP transition process. In addition, BTP can provide consultation for departments specific IT needs by coordinating other resources inside of OIT, at the campus level, or with external vendors.

Computer Management & Support

Our Technicians utilize the CU Boulder Active Directory to monitor, patch, and report on departmental computers via management systems installed on all BTP supported systems. BTP provides management and support for university-owned computers that meet the minimum-supported software and hardware standards.

Personal Device Support

BTP provides support for smartphones and tablets by providing connection to university resources. Support other than connecting to university resources is on a best effort basis.

Departmental Printers, Multifunction Devices

BTP ensures departmental printers and multi-function devices (MFDs) provide consistent and reliable service and will troubleshoot issues and coordinate necessary repairs of printers and MFDs with the vendor.

Support for Peripherals

BTP provides support for other peripherals such as personal scanners and web cameras at a best effort level of support.

Coordinated Efforts with Other Groups

BTP follows technical guidelines and procedures established by other parts of OIT, CU Boulder, and University Information Systems. BTP can coordinate efforts with the department and groups such as Networking, Identity Management, Shared Infrastructure Services, University Information Systems, and Human Resources.

Levels of Support

BTP provides specific levels of support for various situations, and we strive for the highest level of support that we are able to provide. The 4 levels of support provided are:

Support LevelDescription
Supported
  • Provide fully functioning, managed, and monitored computers and services
  • All supported systems are set up for optimal performance
  • BTP will utilize remote support via desktop connection when necessary
Best effort
  • BTP technicians provide help and recommendations
  • No expertise or escalation path beyond the BTP technician team
Minimal
  • Brief support for situations not in accordance with university recommendations
  • BTP technicians will assist with relatively minimal effort that will help the BTP customer in whatever way they can.
Not Supported
  • Some systems and services are distinguished as not supported by BTP and are not covered by this Service Level Agreement.
  • Computers and systems that do not adhere to University policies may be in this category.

Incident Response

BTP’s Incident Response will get you back up and running as quickly as possible and with minimal interruption. To contact Dedicated Desktop Support for technical service: 

  • BTP Request Portal: The quickest method for departments to receive support is by using the BTP request portal, which will ensure the quickest response from the technician. Requests via the desktop support portal can be submitted during or after normal business hours, but those submitted after business hours will be processed the following business day.
  • IT Service Center: Departments may obtain support by contacting the IT Service Center at 303-735-4357 or at oithelp@colorado.edu. IT Service Center personnel are not employees of BTP, but will assist customers and help them get into contact with desktop support personnel. BTP cannot guarantee a response time when requests are submitted via the IT Service Center.

Get Started with BTP

Interested in getting BTP support? Contact Brandon Brunetti to get started.