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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.

Bitcentral Support team

 

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."
WPMI
Sinclair Broadcast Group
“Problem was resolved in under an hour. Thanks for all your help and keep up the great work!”
KGUN
Scripps Network
“I continue to be impressed with your proactive support and monitoring of our systems. It's the best I've ever seen”.
WATN
Nexstar Broadcasting Group
“Lawrence was extremely helpful in troubleshooting my problem. Bitcentral support drills down the issue and comes with the solution!"
WBRC
Raycom Media
“Harry totally understood what I needed and we had a working solution in a matter of minutes. Couldn't be happier. Thanks again!"
KMSP
FOX Television Stations
“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!"
WRAL
Capitol Broadcasting Company
“Cornel is great – he acted quickly, explained what he was doing, and gave us info for the future.”
Hearst Television
 
Eagleye - proactive monitoring

With Eagleye, we fix it before it fails, keeping your system functional and always ready for air.

Learn Bitcentral

A proactive online, onboarding solution that motivates new hires and existing personnel to learn Bitcentral’s efficient workflow.