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 escalated, the BitGo rapid response team will engage to tackle security, technical, or service related issues as quickly as possible. Consider this to be the 9-1-1 for BitGo Service issues.
When To Escalate A Problem?
The 24x7 emergency escalation procedure is intended for urgent, mission critical issues. 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:
You can always reach out to your Account Manager as an additional point of contact to escalate the support issue.
For non-critical reports, we will respond to you as soon as possible during our regular support business hours. Our business hours are from 4:00 PM PT Sundays through 4:00 PM PT Fridays, excluding U.S. federal holidays (emergency support is still available during U.S. federal holidays).