Brightline may be a technology company, but our client relationships are focused on the needs of the business. From our perspective, all of a company’s technology should be directly linked to a defined business outcome. This has led Brightline to focus on outcome-based technologies and services, and invest in best practices that are relationship-based. We encourage our clients to bring their business aspirations and strategic goals to the conversation; our team will deliver technologies which directly contribute to those aspirations and goals.

Brightline Technologies, Incorporated was started in June of 2008 with the merger of two sole proprietorships owned by Tony Hernandez (President) and Joel Kolodsick (Vice President). The company was originally located in Waterford, Michigan. The datacenter in Southfield was created in 2010 followed by the datacenter in Grand Rapids in 2012. The primary company office was relocated to Brighton, Michigan in November 2015 to accommodate the company’s growth and to be more geographically centered for the company’s customer base.

We’re problem solvers. We look at complex technical systems and find ways to make them more efficient and more powerful. That takes both creativity and deep technical knowledge. Those are the qualities we look for in our staff, and they are what we will bring with us when we come to work with you.

Our goal is to equip every business with the technology they need for the future. For some companies, that means implementing a system which will scale as their company grows. For others, that means updating their infrastructure to handle with powerful new technology. No matter your vision for the future, we will find the most efficient solution to fit your need.

 

We work with your company at every level. From your CEO to your internal IT staff, we collaborate with you to create the best solution for your business. We don’t hesitate to detail every step of our process and the logic behind our decision, and we welcome the chance to work alongside your IT department to implement our solutions quickly and effectively.

Over the years, Michigan businesses have chosen us for our experience, our dedication to quality service, and our reliability in times of crisis. Here’s what Brightline IT offers with our services.

We work best with companies who place a high value on meeting – or even surpassing – industry compliance standards. Our dedication to providing the highest-quality service means that we are naturally focused on delivering the technological solutions you need to keep your sensitive data private. If compliance is your priority, we want to work with you.

Every day, your data is threatened in a myriad of ways that grow more intelligent with each iteration. It’s a big challenge to keep ahead of the latest virus, malware scam, or hacker attack. Fortunately, we have ways to keep your system safe. Ensure your sensitive information stays out of the wrong hands.

Technical support will be provided for customers from 8AM – 5PM Monday through Friday (Holidays not included). If you have critical issues outside of those time frames your support call will be returned within the parameters of your support agreement. Non-critical after hour calls or emails will be returned the following business day. The response time for technical support is 4 business hours. Typically, it will be less than 1 hour.

Call the Brightline office number at (248) 886-0248 and press “1” for support. If a technical support representative is available, they will create a ticket and you will receive support immediately. If all technical support representatives are unavailable, your call will be forwarded to the technical support voice mailbox. In the event that you are connected to the support voice mailbox it is imperative that you provide your name, the name of your company, your phone number, and a brief description of your emergency.

Email our technical support inbox at support@brightlineit.com with a brief description of your issue and your contact information. A technician will confirm that your ticket has been opened and the next available technician will contact you to assist.

If you request scheduled services outside of normal business hours (Monday through Friday 8AM – 5PM EST) after-hours rates will apply (1.5X your normal rate).

In the event of an emergency during business hours, support can be contacted by dialing (248) 886-0248 Ext. 1. An emergency during business hours means that your problem requires immediate attention. Emergencies during normal business hours are billed at emergency rates (1.5X your normal rate). In the event that you are connected to the support voice mailbox it is imperative that you provide your name, the name of your company, your phone number, and a brief description of your emergency.

In the event of an after-hours emergency the on-call technical support representative can be reached by dialing (248) 886-0248 Ext. 1. The after-hours emergency support line is intended to provide service for emergencies that occur outside of normal business hours (8AM – 5PM EST, Monday through Friday). The on-call technician will confirm that the request has been approved by the appropriate designated contact at your company and proceed to coordinate resolution. Emergency After-hours assistance will be billed at emergency rates (1.5X your after-hours rate). In the event that you are connected to the on-call technician’s voicemail it is imperative that you provide your name, the name of your company, your phone number, and a brief description of your emergency.

At Brightline Technologies we want to provide support in a manner that aligns with your internal processes. We have several options to accommodate authorizing support requests, both during business hours and after, and for approving purchases. These range from options where each employee is authorized to open tickets at any time to a much stricter authorization process where only authorized employees are able to request support.

As outlined in the “Contacting Support” section, business hours are between 8AM and 5PM EST. During this time tickets are billed at your normal hourly rate. The options for authorization and approval during business hours are as follows:

1. To add or remove a user, a ticket must be opened with support by phone at 248-886-0248 Ext 1, or by emailing support@brightlineit.com. To ensure timely execution of requests, please open tickets for adding or removing users at least 1 full business day in advance. Requests submitted without proper notice may be handled as emergency requests.
2. All user move/add/change requests must be made and executed at least 2 business days prior to beginning of the following calendar month.

Any invoicing that customer believes is inaccurate must be reported to accounting@brightlineit.com within 5 business days to rectify.

At Brightline Technologies, we strive to provide quick resolutions to your technical problems. To accomplish this goal, we use remote support software to give our technicians the ability to connect to your computer systems remotely. Utilizing remote support software allows us to provide quicker response times and cut down costly on-site visits.

Brightline Technologies provides the option to provide unattended access via remote support software.  Unattended access allows the technician to connect immediately to a user’s computer when they call into support without excessive work from the user.  This means that when your users call we are able to quickly get connected and begin troubleshooting much sooner.

I grant Brightline Technologies permission to install remote support software with unattended access:

On our website we provide a link to access our instant support client.  The instant support client is a client used for a one-time connection.  If a user contacts support and requires assistance they can download the instant support client to allow a technician temporary access to their computer.  Once the connection is terminated Brightline Technologies no longer has access to the computer.

I grant Brightline Technologies permission to run remote support software with temporary access:

To ensure that you are kept up-to-date on planned maintenance, system upgrades, and system outages Brightline Technologies utilizes email and SMS alerts. Please fill out the form below with contacts that you would like to receive notifications.