Support Services
Tailored Support from Bronze to Platinum
Our Support Tiers
We offer a range of support services to meet your needs, from basic assistance to comprehensive solutions.
🥉 Bronze Tier – Essential Support
Features:
8x5 helpdesk (business hours support)
Monthly check-in meetings
Limited enhancement hours (e.g., 5–10 hrs/month)
Reactive issue response (break/fix)
Quarterly system health reports
Best for:
Small agencies or pilot programs
Low-volume environments with minimal ongoing changes
Initial rollout phases
🥈 Silver Tier – Standard
Features:
12x5 extended support coverage Faster SLA (e.g., response within 4 hours)
Monthly system optimization reviews Minor system enhancements (e.g., config tweaks, dashboard updates)
Proactive monitoring of solution performance
Named support engineer or point-of-contact
Best for:
Mid-sized departments or multi-team rollouts Environments requiring minor iteration and tuning
Agencies scaling adoption of BPG solutions
🥇 Gold Tier – Premier Support
Features:
24x7 priority support
Dedicated account manager (strategic liaison)
Unlimited minor enhancements & continuous optimization
Quarterly on-site workshops or strategic planning sessions
Custom SLAs for mission-critical systems
Security-compliant delivery (IL6/DoD classified-capable environments)
Best for:
Large agencies, federal clients, or mission-critical systems
Defense/DoD environments needing IL6 support
Organizations with high-velocity change and complex integration
💎 Platinum Tier - Strategic Transformation Partnership
​Features:
All Gold Tier benefits, plus:
Executive Advisory Access: Quarterly 1:1s with BPG senior leadership for strategy alignment, roadmap refinement, and innovation planning
On-Demand Technical Squads: Fast-spin technical teams (Power Platform devs, AI specialists, cloud engineers) available for short-term bursts or surges
Embedded Product Owner (EPO): BPG liaison works directly with client teams (remotely or hybrid) to represent user needs, prioritize work, and ensure ROI delivery
Continuous Value Realization Program:
Monthly impact reports with KPIs, ROI, and user sentiment
Live executive dashboards for usage analytics, automation ROI, and savings from modernization
Advanced Compliance & Security Alignment:
Built-in support for IL6+, CMMC 2.0, NIST RMF, and cloud authority-to-operate (ATO) documentation
Quarterly compliance workshops and risk model updates
Staff Enablement Credits: Included seats in Power Platform, AI, and leadership training programs (e.g., 10–20 credits per quarter)
Delivery Guarantees:
SLA: 2-hour response / 8-hour resolution target for P1 issues
Dedicated Slack/MS Teams channel with BPG engineering + advisory leads
Pre-scheduled innovation workshops every 90 days
Best for:
Defense agencies, national security clients, and large-scale digital transformation programs
Organizations undergoing enterprise-wide modernization with high scrutiny or visibility
Multi-year modernization programs requiring continuous oversight, executive engagement, and guaranteed ROI delivery