Contacting Support and 24x7 Emergency Escalation Procedure

Contacting Support and 24x7 Emergency Escalation Procedure

Bitgo Technical Support can be reached by emailing support@bitgo.com.  Bitgo Technical Support is available 24x7 with some limitations for observation of holidays.

24x7 Emergency Escalation Procedure

At BitGo, we understand that your business is critical. That is why we strive to offer best-in-class service, including escalation for critical issues 24 hours per day, seven days  per week, including holidays. Once a case is raised, the BitGo rapid response team will engage to tackle security, technical, or service related issues as quickly as possible. Write into support directly as the default escalation path to raise bugs and concerns.

When To Escalate a Problem?

The 24x7 emergency escalation procedure is intended for urgent, mission critical issues only.  Please refrain from using emergency escalations for non-critical issues, as it will inhibit our ability to service high priority issues properly. 

Examples of problems for emergency escalations include: 

• Completely unable to send transactions (if it has been determined that this has not been caused by “user error” such as setting low transaction fees) 
• Evidence that there may be a disruption in service on the BitGo platform 
• Evidence that your BitGo account may have been compromised 

How to Escalate a Problem

• Submit a support ticket to support@bitgo.com explaining the critical issue you are facing. Please describe the reason for escalation and business impact of the problem in as much detail as possible including email address of the user encountering the problem and screenshots of the issue showing any error received as well as area of the UI where this is occurring.
• Provide your existing support ticket number and request to escalate the issue 

Non-Critical Problems

If applicable, you can always reach out to your Sales Representative and/or Customer Success Manager as an additional point of contact to escalate the support issue.