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Bitergo Support Services

Our goal is to provide you with reliable and professional support at all times. With our support models, we ensure that you have continuous access to technical expertise and assistance—fully tailored to the needs of your business.

Each of our Bitergo WMS packages already includes support: Bitergo Free is the support package of our free WMS variant Bitergo WMS Free. Our Essential Support model, which is mainly aimed at small and medium-sized teams, is already included in all other Bitergo WMS - Warehouse Star licenses and offers an uncomplicated and efficient introduction to our service offering. 

For growing businesses that require additional support, we offer flexible expansion options. These allow you to seamlessly scale your support requirements as your user base grows.

Larger organizations or businesses with mission-critical processes benefit from our advanced support contracts, such as Bitergo Care and Bitergo Max. These options provide additional benefits, including prioritized support, a powerful ticketing system, and extended service hours, ensuring that your operations are always optimally supported.

Below, you will find a detailed overview of our support options to help you choose the ideal solution for your needs.

     
Most popular
   
 

Bitergo
Free

Best-Effort-Support for all Bitergo WMS Free Customers

Bitergo
Essential

Basic Support for all Bitergo WMS - Warehouse Star Customers

Bitergo
Basic

Extended Support for Companies with One-Shift Operation

Bitergo
Care

Extended Support for Customers with higher Requirements

Bitergo
Max

Premium Support for Customers with the highest Requirements

 

0 € / Month

0 € / Month 500 € / Month 750 € / Month Price on demand
 
Services included:

Number of Users

Up to 3 users Up to 25 users Up to 25 users Up to 25 users Up to 25 users

Availability

99,0 % 99,0 % 99,5 % 99,5 % 99,5 %

Service Times

MO-FR,
8:00 - 16:00 CET
MO-FR,
8:00 - 16:00 CET 
MO-FR,
8:00 - 17:00 CET 
MO-FR,
6:00 - 22:00 CET 
MO-FR,
0:00 - 24:00 CET 

Response Times

48 hrs. (all issues) 8 hrs. (critical issue)
12 hrs. (high impact issue)
16 hrs. (medium impact issue)
48 hrs. (low impact issue)
1 hrs. (critical issue)
2 hrs. (high impact issue)
8 hrs. (medium impact issue)
24 hrs. (low impact issue)
1 hrs. (critical issue)
2 hrs. (high impact issue)
8 hrs. (medium impact issue)
24 hrs. (low impact issue)
1 hrs. (critical issue)
2 hrs. (high impact issue)
8 hrs. (medium impact issue)
24 hrs. (low impact issue)

Raising Support Tickets via

Email Email
Online
Email
Online
Phone
Email
Online
Phone
Email
Online
Phone

Access to Ticket System / Ticket Database for full transparency of all support processes

Access to Bitergo WMS Academy

Initial Onboarding Support (2 hrs.)

Free Support
per Month

120 min.
Chargeable options (price on request)

Additional Users (package of 25 users)

Variable extension of availability to Saturdays, Sundays and public holidays

Individual Training Package

Individual Implementation Support