How to raise a support request that gets fixed fast

Every request that reaches us by email or phone is logged and answered by a person. The difference between a request that is fixed in ten minutes and one that takes a day of back-and-forth is usually the first message. This article explains what helps us most.

Where to send it

Email hello@bitnode.tech or call 855-248-2637. Email is best for anything that is not urgent, because you can attach screenshots and we have a written record of what you asked for. Call when several people are stuck, when it is an emergency, or when you would rather talk it through. If you call and get voicemail, leave your name, business and a call-back number, and say the word emergency if it is one.

What to include

Start with your name and your business name, then describe the problem in your own words. You do not need the technical terms. Tell us what you were trying to do, what happened instead, and when it started. If there was an error message, copy the exact wording or take a screenshot (see Taking a screenshot to show us the problem). Let us know how many people are affected and whether anyone can still work. Finally, mention anything that changed just before, such as a new device, an update, a move to a different desk or a new internet provider.

If the problem is on one computer, the computer's name helps us find it in our monitoring console straight away. The article Finding your computer's name and serial number shows where to look.

One problem per message

If you have three unrelated problems, three short emails work better than one long one. Each one gets its own priority and its own follow-up, so a quick fix is not held up behind a bigger job.

Following up

Reply to the same email thread rather than starting a new one, so the whole history stays together. If the situation gets worse, for example one person was affected and now the whole office is, reply or call to tell us. That changes the priority.

What happens next

A person reads your request, sets its priority and tells you what happens next. Our article Our response targets and what the priorities mean explains how quickly that happens for each priority. When the work is done we tell you what we found and what we changed, and we ask you to confirm it is working before we close it.