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How do I open a Support ticket?

Last Update: 7/21/2017 11:30 AM
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​How do I open a Support ticket?

Answer:

 

Note: Before submitting the Support ticket, check http://status.bittitan.com to find out if there are known issues that may impact project performance.

To open a Support ticket for any BitTitan product:

  1. Log in to the MigrationWiz account.
  2. Click on the question mark icon at the top right of the screen.
  3. Click on Contact Support in the blue square, or on the navigation list on the left of the screen.
  4. Complete the form. In the message box, be sure to include the following:
    • Your Name
    • Phone number
    • Best time for contact
    • Your time zone
    • The email address of the MigrationWiz account
    • Name of the Project (Activation code if this is a UserActivation/DeploymentPro Project)
    • Mailbox(es) impacted
    • A full, detailed summary of the issue, any error messages, and the user experience. Note: "Need urgent help" and "Call ASAP" are not full, detailed descriptions of the problem.
    • A list of the troubleshooting steps performed so far
    • Gather any screen shots that would help with the troubleshooting, and include any applicable log files.
      • For missing items, include a screen shot of items at the Source and the Destination.

 

BitTitan Support staff receives support requests from over 50 countries, 24 hours a day, 7 days a week. Response times vary, based on the volume of requests. Responses may take longer for more complex questions and issues that require investigation.

Note: If you do not have a Premium Phone Support License, you can request a callback or a remote session. These must be set up 24 hours in advance, and within a four-hour time frame. When requesting a callback or remote session, include: your Contact Name and Contact Number (with country code), and your BitTitan account email address.