Q: What are your hours of operation?

Bitek offers software support Monday ( 6:00am PST ) thru Friday ( 5:00pm PST ).

Q: What if there is an emergency after hours? What can I do?

Bitek offers extended software support services outside standard business hours. These services are provided at no charge if:

    1. The telemanagement system is down.

    2. The system is not collecting SMDR.

Any support issue falling outside of these categories can be addressed, but is chargeable to the client.

Q: Will my system be monitored at all and if so, how long?

Yes, we have a monitoring system that operates 24 hours a day. You can rest assured that your system will be constantly monitored.

Q: How often will my rates be updated?

Rate tables are updated semi-annually, or as necessary.

Q: Can you accommodate custom rates?

Yes, custom rates are accommodated.

Q: How often will V&H be updated?

V&H tables are normally updated on a monthly basis.

Q: Are there product patches? Will I have to pay for them?

Our products are often patched to ensure that you have the latest and best enhancements. Product patches are free.

Q: What happens when there is an upgrade to the software? Will I have to pay for it?

Bitek values your business, and wants to keep you as a satisfied customer. When new software is released, you will be given the opportunity to upgrade to the latest version at a significantly discounted price.

Q: Will I be in direct contact with someone, or will the customer support be automated?

You will have direct person-to-person contact with support personnel.

Q: What happens if all customer care representatives are busy?

In the event that a customer care representative is not immediately available, you will be asked to leave a detailed message outlining the reason for your call. A customer care representative will return your call as soon as possible.

Q: How can I contact customer support?

Bitek's Software Care Service Center is accessible via the 888-828-8863 toll free hotline number.

Q: Is there any other way to contact customer support?

Yes, Bitek's new trouble ticket logging capability allows you to enter and monitor your trouble report and problem resolution via our web site.