Support

Our Service Levels

We understand that your business relies on its ability to make voice calls and connect to the Internet. Our Wireless Links and Voice Termination (i.e. outgoing VoIP calls) are automatically on a service level agreement of guaranteed 99% uptime.

 

For PBX customers, the following contracts are available:

  • Bronze: Remote support during business hours via our innovative helpdesk solution.
  • Silver: Site visits and remote support during business hours.
  • Gold: On-site and remote support whenever and wherever you need it, 24/7 365.

 

In order for us to deal with your query quickly and effectively, please use the contact form below to direct your query to the correct help desk.

Connectivity Support Hours

Our support hours for all customers are from 7 AM – 6 PMMonday to Friday and 8 AM – 1 PM Saturday.

 

All customers are welcome to call the office number 087 135 0000 where a technical representative will be available to assist with the query.

 

Should you feel the need to escalate an existing query, please follow our escalation procedure, which is prescribed here.

Speed Tests

If your query is related to speed, we encourage you to please read through our guide on performing an accurate speed test to assist us in resolving your query more efficiently.

 

Our support team are trained to ask qualifying questions in order to establish that the correct procedure for a speed test has been followed before using supplied results to diagnose a fault.

 

BitCo has established points of presence in Johannesburg, Durban, Nelspruit and Cape Town and thus offers increased redundancy with better infrastructure and a national footprint. This means that should one local service go down, we will seamlessly connect to the next point of presence, ensuring operational up-time.