BTM Global’s Level 1 stores support serves small, mid-sized and large retailers. Level 1 tech support responds to store business and operational requests such as…

  • Critical impacts when stores are down or significant impacts to your ability to service customers
  • Issues impacting the ability to take sales and complete customer transactions, including completing payment
  • Daily operational process support
  • Inability to login or access the system
  • Hardware issues or inoperability
  • Basic help desk questions, troubleshooting or triage
  • Restricted or unavailable functionality

Why outsource Level 1 stores support?

Outsourcing Oracle Retail support is a seamless and valuable way to replace your existing Help Desk provider. Or, work with BTM to augment your IT team, freeing up their time for other business initiatives.

If you need additional support, our long-standing Oracle Retail lifecycle support services let you streamline all stores support needs into a single partner.

BTM Global Level 1 Stores Support Services include…

  • Daily phone and email support
  • Regular reports on the number of tickets logged and closed, and critical issues that require management’s attention
  • Updates to the Common Issues document and to the Support Process
  • Knowledge transition
  • Overviews to increase your team’s knowledge
  • Any other metrics requested by the client
  • Quality control program and client involvement in reviews
  • Ability to review and assess root cause issues, helping to provide stability and decrease your support needs and calls in the future

The BTM Global Difference

Mature & Established Dedicated Clients Expertise Beyond Support
Established 2004 Loyal partnerships: We average 5 projects per client and work with them an average of 6 years Strategic, proactive Level 1 support services
+180 employees (not contractors!) that treat clients as partners, not numbers Deep Oracle Retail knowledge that informs valuable guidance – not just short-term issue status count!
We regularly “rescue” projects for clients, taking on work from another vendor that over-promised and under-delivered Oracle Retail expertise in life-cycle support, implementations, upgrades

Our support partnerships


Kyle Wittet, Oracle Retail Practice Vice President
[email protected]