How do I get support for your products?

At BitTitan, our customers are important to us, and we are committed to helping your migration be as smooth and successful as possible. Migrations can be complicated, and we understand that each organization has unique needs, so our Customer Success and Support programs are designed to help you choose the right program for you. There are several avenues of support available, including a Help Center full of migration guides, FAQs, and troubleshooting solutions, along with an international team of support engineers for specific questions, and additional onboarding support for more complex projects.

Help Center

Our Help Center is a large collection of articles that cover a wide range of topics. We’ve categorized them to make it simpler to find the answers to your specific questions.

  • Getting Started is a great source of basic information about all of BitTitan’s products, along with basic overviews and release notes that are updated regularly.
  • Migration guides, frequently asked questions, and common troubleshooting solutions are in the Migration Guides Articles are sorted by Source and Destination to ensure the information is applicable to your situation.
  • Error Lookup provides solutions error messages that can come up during a migration.
  • Our Customer Success & Support team can be reached through the Submit a Request button on the main Help Center page as well.

Customer Success & Support

If the resources in the Help Center aren’t sufficient to resolve your problem, our Customer Success & Support team is available via email to provide additional assistance. They are available to help with basic configuration support, as well as BitTitan software problems. This support is free of charge and is available in English and Japanese. Because our team receives an average of 3,000 tickets per month, email is the most efficient method to provide the best support to as many clients as possible.

Support is provided on a case-by-case basis when the client has identified a reproducible problem, issue, or question related to BitTitan software that requires assistance to solve. See the lists below for guidelines and examples of the types of support we do and do not provide through Customer Success & Support.

In general, when you open a ticket with Customer Success & Support, the following process will be followed:

  1. Your ticket will be triaged and assigned to the correct team for response
  2. Within 24 hours, you will receive an email from Customer Success & Support with the appropriate advice and assistance
  3. You will be able to reply directly to that email to continue the conversation with Customer Success & Support, should additional help be required
  4. Once your problem is solved, your ticket will be closed

Our support team is designed to help with basic configuration questions, as well as software problems with BitTitan products. Below is a list of the general scope of support that we do and do not provide. 

Support We Provide Support We Don't Provide
This list includes examples of the types of questions that Custom Success & Support can help answer.
  • The software does not perform in-line with current documentation
  • End-user is unable to perform or configure BitTitan software with the current documentation
  • BitTitan software is not able to be accessed
  • BitTitan software does not produce the expected result as currently documented
  • New Releases: These announcements and availabilities will be made from our product release notes
  • Maintenance Schedule: Maintenance times and items will be made available as part of the System Status/Maintenance Notifications page

For more complex configuration needs, we offer additional onboarding programs. Please see Customer Success Programs for details about our onboarding programs.

Opening a Ticket

Tickets are created by clicking the Submit a Request box on the main page of the Help Center. Once a ticket request has been received and triaged, all further communication from BitTitan will occur through the email address provided on the request form. These are the details requested on the form; the more complete the information you provide, the faster and more efficient our responses will be.

  • Email Address of MigrationWiz Account:
  • Support Region (Americas, APAC, EMEA):
  • Phone Number (optional):
  • 24/7 Premium Phone Support (optional, requires Premium Support license):
  • Workgroup (optional):
  • MigrationWiz Project (optional, but recommended):
  • Subject:
  • Description (provide as much detail as possible):

Safe Sender List

To ensure receipt of emails from our Support Team, make sure to add the @bittitan.com and @migrationwiz.com domains to your email provider’s Safe Sender list. Otherwise, emails may end up in your Junk Mail or Trash folders.

Support Model

Our Support Team operates in a two-tiered model. Tickets are initially triaged and answered by our Software Support Technicians. This level of support is meant to quickly answer “How do I…” questions and perform initial troubleshooting to resolve simple requests.

If the issue requires a complex investigation, the ticket will be escalated to our Software Support Engineers. When this occurs, we will use the Support Region field to connect you with an Engineer in the nearest time zone. In some cases, this may not be an exact match, so a best fit will be determined. Our Software Support Engineers work on a Monday-Friday schedule in all three regions, with limited availability for urgent escalations on weekends.

In the event the ticket needs to be escalated further, our Escalation Engineers will engage our development teams. These tickets may require guidance on changes to both the project and customer environments and will require at least 24 hours to be reviewed by development.

Resolving a ticket

Tickets will be closed when one of the following occurs:

  • The end-user notifies the engineer the issue is resolved
  • The root cause of the issue is found to be outside of BitTitan software or control, and the client has been notified
  • Resolution steps are provided to resolve the issue
  • A viable workaround is provided to achieve the desired result
  • A feature request or change is filed with the Product Team for future functionality
  • The issue is identified as a limitation of a Third-Party product, and the issue needs to be re-assigned accordingly
  • The issue is determined to be caused by end-user education, and relevant information/documentation has been provided
  • The issue cannot be reproduced in the BitTitan Lab environments
  • The ticket has been in a Pending status awaiting client response for 72 hours

Pending Tickets

If a ticket is awaiting further feedback, details, or confirmation from the customer, then the status will be set to Pending. They are not closed, but they will be closed automatically after 72 hours. The system will send two notifications to the email on the ticket that it is about to be closed.

Phone Support

Phone Support is available with a Premium Support license. This guarantees an initial callback within 2 hours of the support system receiving the request. A ticket must be created using the 24/7 Premium Phone Support field in the request form from our Help Center, and you must have at least one (1) Premium Support License purchased when the ticket is submitted. Open tickets can’t be upgraded to phone support; a new ticket must be created.

These tickets are treated as Urgent until the initial phone call. At that time, the priority is changed to High, and any further support required will move forward via email for further responses. In the event an update or further troubleshooting requires a second phone call, that will be determined by the Support Engineer assigned to the ticket.

At this time, Premium Phone Support is only available in English. The required license can be purchased as a single use license or a five-incident pack through your MigrationWiz account dashboard.

Customer Success Programs

For complex migrations, BitTitan has designed two Customer Success to bring that experience and insight to your project. These programs help our customers gain the greatest value from MigrationWiz quickly, 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 for additional details and pricing. 

Onboarding

MigrationWiz is the easiest cloud migration tool you can use. But for teams new to MigrationWiz, we developed an offering built around our Customer Success methodology, tailored to create a better end-user experience and to ensure your project’s success.

  • Good for new MigrationWiz users and migration scenarios
  • Dedicated Customer Success manager
  • Migration Scope, Strategy, and Configuration defined and documented
  • Relevant knowledge base articles presented
  • Voleer assessments included to collect source environment data

This package offers the following:

  • Dedicated customer success resource
  • Single-license scenario support
  • Milestone-based engagement, including a kickoff meeting and scope confirmation
  • POC/Planning in two sessions, including project configuration, Help Center review, Support Ticket submission, and GitHub repository review.
  • A playbook document with migration scope definition, recommended MigrationWiz configuration, recommended migration strategy, and relevant articles

Enterprise Onboarding

We offer project setup and strategy guidance for complex, large-scale projects to help you quickly adopt MigrationWiz and streamline your projects for successful delivery. Services can include dedicated up-front resources, multi-channel follow-up, and more.

  • Dedicated Customer Success resource
  • Good for complex, multi-workload migrations of 1,000 users and above
  • Migration Scope, Strategy, and Success criteria defined and documented
  • Recommended MigrationWiz project configuration
  • Relevant knowledge base articles presented
  • Voleer assessments included to collect source environment data

This package offers the following:

  • Dedicated customer success resource
  • Multi-license scenario support, including migration planning and establishing success criteria
  • Milestone-based engagement, including a kickoff meeting, scope confirmation, and project discovery
  • POC/Planning in up to four sessions, including project configuration, Help Center review, Support Ticket submission, and PowerShell script recommendations
  • A playbook document with migration scope definition, success criteria, recommended MigrationWiz configuration, best practices, relevant articles, and velocity migration strategy
  • Post-project review to verify success criteria and collect product feedback

System Status and Maintenance Page

As part of the continuous effort to release new products and features for BitTitan Services, maintenance windows will be used and published on the http://status.bittitan.com site.

We strive to maintain the highest level of availability for all services, and in the event of system performance or required down time the http://status.bittitan.com page will provide the most current system statuses.

To accomplish these levels of availability we follow a standard SaaS policy for deployments, feature releases, and bug or security fix releases that minimize impact on the services availability.

For information at any time regarding the status of BitTitan’s platforms and services, we maintain a status site at http://status.bittitan.com. We recommend all customers subscribe for updates.

 

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