BRITECITYClient Training · 2026BRITEDAY · Client Training
Welcome to your techTEAM.
How to get help, what it looks like, and when to call.
From our founder
“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.”
Chad GniffkeCEO, BRITECITY
You’re live
Onboarding complete.
Your environment is documented, monitored, and supported. The most important thing now: knowing exactly how to reach us.
How we support you
Where we support you
01
IT leadership + strategy
Where your technology is headed.
02
IT escalation support
Tough problems, escalated fast.
03
Day-to-day IT support
The everyday “this isn't working.”
04
Cybersecurity, monitoring + licensing
Protected, watched, and up to date.
05
Procurement
Buying the right equipment.
Your team
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.
Day-to-day support
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.
Strategy + long-term planning
Your Account Manager
Your Technical Account Manager owns the bigger picture: planning and where your technology is headed over the next year.
Section 01
Get help
If you remember nothing else on this page, remember this next part.
Get help
One simple rule.
Email · Day-to-day
help@britecity.com
For everyday issues that aren’t critical: “I’d like help with this today or early tomorrow.” Every email opens a ticket, so nothing falls through the cracks.
Call · Emergencies
949-243-7440
When something is critical and you need help immediately, don’t email. Call and tell us it’s an emergency. That phone call triggers our fastest response.
Coverage
Any device
Office · Home · Road
Anywhere
24 · 7 · 365
Anytime
Our promise
For emergencies, we don’t keep you waiting.
1HR
Committed response
24·7·365
Every hour, every day
17MIN
Average in 2026
Applies to critical emergencies (P0/P1).
Get help · After hours
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.
Get help · Escalating
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.
Get help · When you call
What happens when you call
01
Understand
Our dispatch team learns what you need.
02
Prioritize
They rank it by true urgency.
03
Route
Sent straight to your team, and we always aim for a live transfer to an engineer when available.
Dispatch team
8 AM – 5 PM Pacific, Mon – Fri
Emergencies · 24/7/365
Same number: 949-243-7440
How we work
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.
Section 02
Think secure
We handle the technology. The strongest defense is the person at the keyboard.
Think secure · Why it matters
95%
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
The one habit
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.
Think secure · Phishing
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.
Why it works
Attackers manufacture urgency, impersonate authority, and exploit trust: triggers your brain is wired to react to.
Common hooks: password reset required · invoice overdue · package undeliverable · account suspended · unusual sign-in.
91%
of cyberattacks start with a phishing email
Technology alone can’t stop it. Awareness is your strongest defense.
Source: Deloitte
Think secure · Scam types
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.
Think secure · Red flags
Anatomy of a phishing email
From: support@microsofft-help.comToday 11:47 PM
Subject: URGENT: Your account will be suspended in 24 hrs
Dear Valued Customer, your account was flagged for unusual activity. Verify your identity immediately or it will be permanently deleted.
Click Here to Verify Now
5 red flags
1Misspelled sender domain
2Sent late at night
3Creates urgency and fear
4Generic greeting
5Suspicious “verify” link
If anything feels off, it probably is.
Think secure · Quick reference
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.
Recap
Getting help is easy.
Day-to-day
help@britecity.com
Emergency
949-243-7440
Our promise
1-hour response, 24/7/365 · 17-min avg in 2026