How do I get support for your products?

In addition to browsing the Help Center and Community site to find answers to your questions, product support is available via email, Premium Phone Support, or Live Chat. Before submitting a support request, check the system status page to determine if there are known system issues that might be impacting your project.

Request Email Support

Email support is available 24 hours a day, 7 days a week, by submitting a request directly from the product home page. Select Help > More Support Options from the top right menu. Select Contact Support to access the support form. Describe your problem accurately, and with as many details as possible.

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. 

After accessing the support form, select the Product and the Issue from the drop-down menus. Include in the Message box:

• The email address for the product or platform account (BitTitan account email)
• 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

Gather any screenshots that would help with the troubleshooting, and include any applicable log files. For missing items, include a screenshot of items at the Source and the Destination. Screenshots should be combined into a .zip file and attached to the support ticket.

 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:

1. Select Purchase from the top right menu of MSPComplete or MigrationWiz.
2. 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.
3. Select the number of licenses and click Buy Now to fill out the billing information.
4. 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:

1. Select Help > More Support Options from the top right menu in MSPComplete or MigrationWiz.
2. Select Contact Support to access the support form.
3. 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 the Premium Support Ticket license and convert the support ticket to a Premium ticket.
     
     Note: Support is only available in English.

Live Chat Support

We offer support via Live Chat 24 hours a day, 7 days a week. Live Chat is a good way to quickly get a response to basic questions. We will convert the Live Chat into a ticket for you, if your question requires additional troubleshooting steps to resolve, or if a Support Engineer needs more time to investigate the issue in greater detail.

From the product home page, select Help > More Support Options from the top right menu. Select Support Chat to initiate a Live Chat with a Support Engineer.

Note: Response time is dependent upon support availability and how busy our Live Chat system is at the time of your request. We appreciate your patience while waiting for a response. In the event we cannot respond quickly enough, we will follow up with you via email as soon as we can.

Note: Support is primarily available in English, however the chat program includes a built-in translation option to allow support in other languages.