Bitband provides ticketing support for the add-ons at our support desk. The initial response time (in business hours) to the ticket depends on the severity of the problem:
Level 1: 4 hours
Level 2: 8 hours
Level 3: 16 hours
Level 4: 24 hours
The resolution time of the incident depends upon the complexity of the issue and the time customers take to respond to requests for additional information. Bitband's target is to respond to each communication within the same interval as for initial communication, during business hours.
Bitband's business hours are Mondays to Fridays, 9AM-5PM U.S. Pacific Time. Bitband is closed on major holidays.