BRITECITYClient Training · 2026Welcome to your
techTEAM.
How to get help, what it looks like, and when to call.
The heart of BRITECITY is simple: real people, on a small team, who treat your problems like their own. Fast when it’s critical, easy every other day. That’s the company I set out to build, and it’s why we obsess over making IT easy.
Onboarding complete.
Your environment is documented, monitored, and supported. The most important thing now: knowing exactly how to reach us.
Where we support you
IT leadership + strategy
Where your technology is headed.
IT escalation support
Tough problems, escalated fast.
Day-to-day IT support
The everyday “this isn’t working.”
Cybersecurity, monitoring + licensing
Protected, watched, and up to date.
Procurement
Buying the right equipment.
Not a queue. A team that knows you.
You’re supported by a small, dedicated techTEAM: the same people, who learn your systems, your priorities, and your names.
Your techTEAM + lead
Handles the everyday “this isn’t working, can you help” requests. A dedicated team with a lead who owns your day-to-day.
Your Account Manager
Your Technical Account Manager owns the bigger picture: planning and where your technology is headed over the next year.
Get help
If you remember nothing else in this training, remember this next part.
One simple rule.
Email for today.
Call for now.
For everyday issues that aren’t critical: “I’d like help with this today or early tomorrow.”
When something is critical and you need help immediately, don’t email. Call and tell us it’s an emergency.
For emergencies, we don’t keep you waiting.
Applies to critical (P1) emergencies. The average is measured, not a quota · 33-min avg first response in 2026.
After hours? Still covered.
Someone on your team is always on call after hours and weekends, with the same one-hour commitment. They step out of dinner or a movie to get you help, whether it’s 5 AM or Saturday morning.
We just ask that after-hours calls be true emergencies.
If it can wait, email help@britecity.com.
If it gets urgent, call.
Emailed at 9 AM and the issue just got critical? Pick up the phone. Let us know the priority has gone up and you need someone to reach back out ASAP.
A quick call instantly re-prioritizes what you already sent in.
You email help@britecity.com, a ticket opens.
It just became critical. Everything stopped.
What happens when you call
Understand
Our dispatch team learns what you need.
Prioritize
They rank it by true urgency.
Route
Sent straight to your team, and we always aim for a live transfer to an engineer when available.
An improvement loop, not a finish line.
Get it reliable first. Then fast. Then exceptional. Then start over.
Smooth
Reliable. No surprises.
Fast
Quick responses, rapid resolution.
Frick’n Awesome
We go further than you expected.
Then we do it again, every day.
Think secure
We handle the technology. The strongest defense is the person at the keyboard.
of breaches involve human error.
That’s good news: it means your awareness is the single most effective security tool in the building. We handle the technology; you close the last gap.
Source: Mimecast, State of Human Risk 2025
Sign out or restart weekly.
Many security updates and patches only finish installing on a restart. A machine that’s never restarted is one that’s falling behind on protection.
What is phishing?
Criminals impersonate a trusted source (your bank, Microsoft, a vendor, even us) to steal credentials, money, or data. It works because it exploits human behavior, not just technology.
Attackers manufacture urgency, impersonate authority, and exploit trust: triggers your brain is wired to react to.
Technology alone can’t stop it. Awareness is your strongest defense.
Source: Deloitte
Know your enemy
Email phishing
Mass emails posing as banks, vendors, or Microsoft.
Spear phishing
Targeted: uses your name, role, or company.
Business Email Compromise
Hijacks a real thread; fake wire or invoice requests.
Smishing
Phishing by text: fake shipping or bank alerts.
Vishing
Phone calls posing as IT, the IRS, or your bank.
Whaling
Aimed at executives. Higher stakes, more polished.
Anatomy of a phishing email
Dear Valued Customer, your account was flagged for unusual activity. Verify your identity immediately or it will be permanently deleted.
4If anything feels off, it probably is.
Spot it. Stop it. Report it.
Spot it
- ·Domain doesn't match exactly
- ·Urgency or fear-based language
- ·Unexpected links or attachments
- ·Generic “Dear Customer” greeting
Stop it
- ·Don't click. Hover to preview first
- ·Never enter credentials from a link
- ·Call the sender to verify
- ·Use MFA on every account
Report it
- ·Forward to help@britecity.com
- ·Use the Report Phishing button
- ·Don't delete until IT reviews it
- ·Change passwords if you clicked
When in doubt, reach out. We’d rather get 10 false alarms than miss one real threat.