There is nothing more frustrating than being put on hold while trying to get help. BitCo is committed to providing top-tier support to all of our clients. Our help lines are open 24/7, so you can rest assured that we’re always there for you.
We prioritise queries
We endeavour to provide our clients with the best possible customer service. To do this, we prioritise queries with the goal of providing you with resolutions that will meet your expectations. Here’s a look at our escalation process.
- Contact Our Support Team: Once you reach out to us, you’ll receive a designated ticket. You’ll have a reference number that you use to track the status of your request.
- The Support Team: Your ticket will be escalated to a senior support manager who will work on resolving the case.
- Management Escalation: If the issue is not resolved at this stage, you can escalate the matter to management. They will provide feedback within one business day. You will be informed should it require a longer lead time to resolve. From here, it is possible to have the issue referred to the director if need be.
With the aforementioned structures in place, we’re able to provide the highest possible levels of customer service.
Dedicated fibre – and support
Businesses that opt for Dedicated 1:1 Fibre Support enjoy uncapped and uncontended internet with uptime guarantees. Since you’re not sharing your internet line with any other business, it is dedicated, and you’ll receive dedicated support from us at BitCo as well. Elevate your business with reliable, secure and robust network connectivity. Reach us by mailing suppoer@bitco.co.za, calling 087 135 0000, or visiting the BitCo support page.
