Our friendly support team is available to help 24/7, 365 days.
Who Are We?
Bitcentral Support team members are trained on industry fundamental standards that support all software and hardware functions for Bitcentral integrations and workflows.
We specialize in providing break fix, third party software support, site installs, post-sales support, but hang our hat on providing root cause analysis on all technical issues. In addition to supporting our system, our support team provides analytical reporting on functional uses for certain workflows, post go live training, and advance remote monitoring service. These support features help keep our customer satisfaction the highest in our industry.
Service Level Agreement
|Hours of Operation||24X7|
|Support Channels||(Web support, email support 1-hour response) Immediate phone support|
|Advanced Escalation Process||Immediate access to System Operations|
|Support Interaction||Priority-based case interaction with 30min to daily updates within cases|
|Software upgrades||Deployment planned projects coordinated by Account Managers executed by System Operations|
|Proactive System Monitoring||Monitor entire HW and system performance and services|
|Warranty/Replacement||Next business day shipping|
|Supported Languages||English, Spanish, French, German|
"Rafael and the Bitcentral team were able to take care of my issue. As usual, they were extremely helpful and quick to get my issue resolved."
“Problem was resolved in under an hour. Thanks for all your help and keep up the great work!”
“I continue to be impressed with your proactive support and monitoring of our systems. It's the best I've ever seen”.
“Lawrence was extremely helpful in troubleshooting my problem. Bitcentral support drills down the issue and comes with the solution!"
“Harry totally understood what I needed and we had a working solution in a matter of minutes. Couldn't be happier. Thanks again!"
“Jason was great. I really appreciated him showing me how to ‘unlock’ files on the content server. His taking the time to show me, that was great!"
“Cornel is great – he acted quickly, explained what he was doing, and gave us info for the future.”