Operations
Customer Handbook
Onboarding, ticketing, smart hands billing, change management. Everything customers need to operate on Bitwrx.
Onboarding
New customers receive a welcome packet within one business day of contract signing. The packet includes portal credentials, badge enrollment instructions for the data center, escort policy, smart hands rate card, and on-site contact information for your assigned account engineer.
Tickets and escalation
Open tickets in the customer portal. P1 (production down) is acknowledged within 15 minutes; P2 within one hour; P3 within four hours. After-hours P1 escalations also trigger an SMS to the on-call NOC engineer.
Smart hands
Bitwrx engineers perform on-site work in 15-minute increments. Power cycles, cable swaps, photo verifications, and tape rotations are billed at the rate sheet in your master agreement. Project work is quoted separately.
Change management
Scheduled facility maintenance is announced 14 days in advance with start, end, expected impact, and rollback plan. Emergency maintenance announcements go out as soon as impact is known.
Have a question this page didn't answer?
Email info@bitwrx.ca or call +1 (514) 500-5950.