+61 3 4803 4915 Remote Support Client Portal New Zealand site

The Belton Way

Client Playbook

Excellent Service Always

1 Why This Playbook Exists

Our goal: happy humans + resilient tech.

This guide explains how we collaborate, who does what, and how we keep your business humming day-to-day and during the "uh-oh" moments.

2 How to Log Jobs & Get Help

Channels at a Glance

Channel Best For How SLA
Belton Service Portal Any new request or incident portal.belton.com.au → New Ticket, choose category, add screenshots & urgency Instant confirmation; response within priority window
Taskbar Ticket Low/medium-priority issues Right-click Belton icon in taskbar → Create Ticket Ticket created in < 5 min
Email Low/medium-priority issues [email protected] with a clear subject line Ticket created in < 5 min
Phone Severity 1 outage or security breach +61 3 4803 4915 / 1800 BELTON — Say "SEV 1" — we stabilise first, gather details later Technician on the line < 15 min
ALWAYS PHONE IF URGENT.
For Severity 1 issues, don't wait — call us immediately.

*Full SLA matrix in Section 11.

3 Requesting Information & Advice

Need to pick our brains? Log a Service Request → Advisory ticket or contact your vCIO/Account Manager.

4 User Lifecycle

4.1 Onboarding

1

Submit New User form (client HR/manager) ≥ 3 business days ahead

2

Belton assigns licences, builds device (M365, SentinelOne, Datto RMM, backups)

3

Account confirmation & MFA walk-through (Belton + user)

4

30-min security/usage induction (Client + Belton)

4.2 Exiting

1

Raise User Exit ticket ASAP, include last workday

2

Belton disables accounts & revokes access within 1 hr

3

Client returns hardware / Belton remote-wipes; chain-of-custody doc provided

4

Licence recycling & 30-day data archive (Belton)

Call on phone if Urgent
Immediate terminations or security concerns require a phone call.

5 Shared Responsibilities

You Can Count on Belton to

  • Patch OS/apps, manage EDR, run phishing sims
  • Manage backup snapshots & recovery tests
  • Monitor devices via RMM, track warranties
  • Plan, risk-assess and roll back changes
  • Maintain the CMDB asset register
  • Supply ISO-aligned policy templates if requested

We Count on You to

  • Enforce MFA, follow policy, report anything suspicious
  • Verify data locations & approve DR tests
  • Keep devices online / report damage swiftly
  • Submit normal changes ≥ 5 days before
  • Notify us of moves, additions, disposals
  • Roll out and train staff on provided policies

6 Monitoring & Alerts

Our 24×7 NOC + SOC watches servers, endpoints, firewalls, backups and security events. Alerts fall into Priority 1–4 and are handled per the SLA matrix.

7 Recommendations & Roadmap

Each QBR delivers:

8 Quotes, Approvals & Procurement

1

Receive PDF + e-sign quote (valid 14 days)

2

Approve by e-signing or replying "Approved" from a director mailbox

3

Finance options (rental/OPEX) available for orders > AU $10k

4

On approval, parts ordered same-day; ETA & install schedule posted to your ticket

9 Risk Cheat-Sheet

Risk Likelihood × Impact Mitigations
Phishing / Credential theft High × High MFA, SentinelOne, training
Ransomware Med × Critical Immutable backups, EDR, incident playbook
Hardware failure Med × Med Monitoring, warranties, N+1 design
Internet outage Med × High Dual-ISP fail-over, SD-WAN
Data loss (human error) High × Med M365 backups, RBAC, DLP
Compliance breach Low-Med × High ISO-aligned policies, logging & audits

10 Incident & Change Management

11 Service-Level Objectives (SLO)

Priority Example Response Resolution
P1 (SEV 1) Org offline / breach ≤ 15 min ≤ 4 hrs (workaround)
P2 Dept outage / critical user blocked ≤ 1 hr ≤ 1 BD
P3 Single-user issue, no workaround ≤ 4 hrs ≤ 3 BD
P4 "How-to" / low impact ≤ 1 BD Best-effort / scheduled

BD = Business Day

12 Continuous Improvement & Feedback

We send a quick CSAT survey after every ticket and an NPS survey twice a year. For candid thoughts, email [email protected] any time.

13 Glossary

BCDR Business Continuity & Disaster Recovery
EDR Endpoint Detection & Response
MFA Multi-Factor Authentication
NOC/SOC Network / Security Operations Centre
QBR Quarterly Business Review
SEV Severity level
SLA/SLO Service-Level Agreement / Objective