Our customers are important to us. We are committed to helping your MigrationWiz solution be a success. We understand that each organization has unique needs, and our Customer Success and Support Programs are designed to help you choose the right program to meet your team needs. To ensure your success, we offer the following customer success and support plans with various services included as defined by the program.
To ensure receipt of emails from our Support Team, please ensure that all communications from "@bittitan.com" are able to deliver to your mail system. Adding that domain to safe senders or whitelist rules is the best way to do that before opening a ticket.
The web interface at https://help.bittitan.com/hc/en-us/requests/new is a good method of submitting tickets to the BitTitan Support team. Customers may submit any issue online, and monitor previously submitted issues. Additionally to log an issue, you may simply send an email to email@example.com.
In addition to providing support after you have started your migration, BitTitan provides coaching and training offerings to help you plan and configure your project for success. Additional details on our Customer Success programs are outlined below.
Customer Support Programs
|Support Service||Basic Support||Enterprise Support||Premium Phone Support|
|Pricing||Included with Product License||Scoped to your use case||$250 per Support ticket|
|Online Help Center||Included||Included||Included|
|Requested Call back from Support Technician||Call back within 1 hour||Call back within 2 hours|
|Email Support First Response||24 hours||2 hours||2 hours|
|Languages Available||English, Japanese||English||English|
|How to purchase?||Contact your Account Manager||Available in the BitTitan Store|
Each support ticket is scoped to a single issue. This enables us to quickly and thoroughly respond to all issues without one issue getting lost in a more complex discussion or fix. It also helps our engineers track, support, and address issues that you might encounter in addition to providing constant feedback to our Product and Engineering organizations.
We are always working to improve our support and resolution systems. If you have any questions or concerns, please let us know.
Request Premium Phone Support
If you have a critical incident that requires direct access to Support Engineers, you can buy one or more Premium Phone Support licenses. A Premium Phone Support license will guarantee that Support Engineers will call you back within two hours from the time the request is received by our system. They will work with you until the problem has been resolved.
Follow these steps to purchase Premium Phone Support licenses:
- Select Purchase from the top right menu of MSPComplete or MigrationWiz.
- In the Services section of the bottom of the page, select Premium Support Single Incident or Premium Support Five-Incident Pack to access the Purchase Support Escalation licenses form.
- Select the number of licenses and click Buy Now to fill out the billing information.
- Once purchased, your Premium Phone Support license(s) will appear in the 24/7 Premium Phone Support field of the Contact Support form.
Follow these steps to use your purchased Premium Phone Support license:
- Go through the Guided Assistance form as described above. You may find the answer to your question without needing to use the Premium Support license.
- If none of the presented articles answer your question, click the Submit a Ticket button to access the support form.
- On the support form, in the 24/7 Premium Phone Support field, select the checkbox Request a Call-Back.
- Your purchased Premium Phone Support license(s) will appear to the right. Selecting the checkbox will consume a Premium Support Ticket license and convert the support ticket to a Premium ticket.
Note: Premium Phone Support is only available in English.
Customer Success Programs
BitTitan has completed millions of migrations. We want to bring that experience and insight to help you ensure your project is successful. Our Customer Success programs are designed to help our customers gain the greatest value from Migration Wiz in the shortest amount of time, adopt new capabilities and workloads, and give customers the support, knowledge, and resources to streamline any type of migration project they come across.
Your Customer Success Manager will be your coach and technical adviser for the planning, configuration, and execution of your migration project. If you are interested in how Customer Success can help you on your next project, please contact your Account Manager.
Enterprise Customer Success Management: End-to-end enhanced coverage for complex, large-scale projects to ensure the best possible outcome for your customer projects. Enterprise Customer Success Management includes:
- Dedicated CSM resource
- Coverage across the entire project
- Project coaching and training
- Optimized project configuration for speed and predictability
Customer Onboarding: Six-step proven coaching methodology developed by industry experts to help you quickly adopt MigrationWiz and make it your go-to migration tool. With Customer Onboarding, you can close the MigrationWiz skills gap and simplify processes for a better end-user experience across current and future projects. Customer Onboarding includes:
- 6 live project-specific trainings
- Project configuration
- Monitoring and troubleshooting
- Tools and resources for continued success