How to get help, and what counts as an emergency
Updated 8 November 2026 · How we work
Email or call, what to include, our hours, and the short list of things that count as an emergency outside them.
The quickest way to reach us
Email hello@bitnode.tech with your business name in the subject line, or call +1 (778) 779-7127. Every request is logged the moment it arrives, so you never have to chase it or wonder if it was seen.
Helpful things to include: what you were trying to do, what happened instead (the exact wording of any error helps), how many people are affected, and whether anything changed just before, such as an update or a new device.
Our hours
We work Monday to Friday, 8 am to 6 pm Pacific time. Requests sent outside those hours are picked up first thing the next working day. Statutory holidays follow the province or state the business is in.
What counts as an emergency
Emergencies are handled around the clock for clients on a managed plan. Something is an emergency when the business cannot operate and there is no workaround:
- Nobody can sign in, send email or reach shared files.
- A ransomware message, a locked screen, or files that suddenly cannot be opened.
- Someone sent money or a password after a suspicious message.
- Internet or phones are down for the whole site and the provider says it is not on their side.
One person's printer, a slow laptop, or a forgotten password at 9 pm matter too, and we will fix them, but they wait for the next working day. For an emergency, call rather than email and say the word emergency when the call connects or in the voicemail. We call back within the hour.
What happens next
You get a reply from a person, not an automated ticket number alone. We tell you what we think is wrong, what we are going to do and roughly how long it will take. If we need to connect to a computer, we ask first and you can watch the whole time.
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