Client support
This page is for companies already working with BitUp. If you're not a client yet and want to see the support first, you're still in the right place: this is what it looks like.
Three ways
Write in your own words, as you would to anyone: "my VPN isn't working", "I can't open the file". Cipri recognizes you by number, asks two or three questions, suggests steps. If that doesn't fix it, it opens the ticket itself and a person takes over. The status comes back on WhatsApp too.
Number: +40 750 263 653
For anyone who prefers to write more or attach more files. You open the ticket and get the confirmation and statuses over email.
When nobody's email works, the server is down, or you've received a ransom note. Not for "my printer isn't working".
Number: +40 757 150 894
Hours: Monday–Friday, 8:00–18:00; outside them, emergencies only
Priorities
| How serious | Examples | What we do |
|---|---|---|
| Critical | Nobody can work: the server is down, email is down for everyone, suspected attack, encrypted files | We respond immediately, including outside business hours, on the emergency number. Priority over everything. |
| Important | Part of the company can't work: a department without access, a critical app down, the laptop of someone everything depends on | We respond during business hours, in under two hours by contract (actual average: under 30 minutes), and usually fix it that business day. |
| Normal | One person, one problem: forgotten password, printer, a program to install, a question | Cipri answers right away; what it can't fix, we fix in order of arrival, during business hours. |
The exact times are in your contract. What it says there beats what it says here.
You write on WhatsApp or on the helpdesk.
Cipri answers right away and tries to walk you through a fix.
If that doesn't work, the ticket is opened automatically and we take it over. You get a confirmation.
When it's solved, you get the status on the same channel. At the end of the month, everything that happened is in the report.
Help us help you
To be clear
Cipri doesn't go into your computer, change your passwords, run commands, or decide on its own that a problem is closed when you say it isn't. It's the first line: it listens, asks, suggests, takes notes. Anything the steps don't solve goes to a person, with their name on the ticket. To skip it, write "I want a ticket" and you go straight to the next step.
Not a client and have a problem right now? Call +40 757 150 894. We'll answer, and there's nothing to sign first. If you want to see where your company stands with IT, start with the free IT Health Check.