In addition to browsing the Help Center and Community site to find answers to your questions, product support is available via email and Premium Phone Support. Before submitting a support request, check the system status page to determine if there are known system issues that might be impacting your project.
All support requests are scoped to a single issue or error. Additional errors or issues will require a new support request. This is to prevent any miscommunication, keep all troubleshooting in a single ticket for accurate resolution, and help improve our products with accurate reporting.
Note: Before using the options below to get assistance, it is recommended that you be signed into your BitTitan account to prevent a later sign-in from interrupting the support request process.
Guided Assistance
From the main Help Center page, click on Contact Support in the bottom right. Select which product you would like help with. Continue selecting appropriate options in each of the next couple of steps. When you finish the topic selection you will be presented with a list of Suggested Articles. If these articles fail to answer your question, you will then be offered an option to contact Support. The Guided Assistance continues to be refined to provide more accurate article selection.
Request Email Support
Email support is available 24 hours a day, 7 days a week, by submitting a request from the Guided Assistance page. After completing the Guided Assistance as described above, if none of the offered articles answers your questions, click the Submit a Ticket button at the bottom of the page. Fill in each field in the ticket form. Attach any screenshots, log files, or other attachments using the Attachment field. For missing items include a screenshot of the items at the Source and the expected location on the Destination.
Note: If you have more than one attachment, it is recommended to include all the attachments together inside a zip file, then attach the zip file.
In the Message box include these specifics:
- A full, detailed summary of the issue, any error messages, and the user experience ("Need urgent help" and "Call ASAP" are not full and detailed descriptions of the problem.)
- A list of the troubleshooting steps performed so far
- The name of the project or activation code
- The mailbox(es) impacted
- Your Name
- The best time for contact
- Your time zone
Response times vary, based on the volume of requests, as well as the complexity of the issues that require investigation. Our Service Level Agreement (SLA) response time for normal priority support requests is 24 hours from the time the request is received by our system.
Note: Support is only available in English.
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: Support is only available in English.
Comments
7 comments
Anne, I fill out the Guided Assistance, but never see a Submit a Ticket button. So now what?
Much like Christopher I have found no Submit a Ticket button leaving me with no way to get support.
didn't migrate all content but marked as fully migrated. no error what so ever, and no email /phone support.
No Submit Ticket button, how can we contact support if we're having an BitTitan-related issue?
Where do you get support? No submit ticket button.
NO PLACE TO GET SUPPORT, MY MIGRATION HAS BEEN STUCK ON "SUBMITTED FOR 4 HRS"
Been searching for the *submit ticket' button for half a hour now, getting really frustrated. What the hell is this?
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