Our Services
The Bitflow team of professionals want to ensure you’re satisfied with our service, and that you receive the support you need, when you need it.
Help Desk Support Hours
Gold: 24/7
Silver: 9:00 AM – 7:00 PM EST, Monday-Friday. Voicemail after hours.
Bronze: 9:00 AM – 3:00 PM EST, Monday-Friday. Voicemail after hours.
Note: During critical periods, 24/7 support is available based on specific agreements.
Steps of Support
When Bitflow Management Systems Inc. receives a support request from a client, it initially offers generalist support through its help desk. If this initial level of assistance is unable to resolve the issue, the support request is escalated to Step 2 support, where it is addressed by infrastructure support specialists.
This level of support focuses on resolving operational issues without performing code modifications. Should a solution require changes to the code, the support request is then escalated to Bitflow Management Systems Inc.’s Step 3 support team for further assistance.
This support is offered by a Bitflow Management Systems Inc. application support specialist who is equipped to perform code modifications if necessary to solve the issue.