Telephone Tech Support
Call 866-BITOUSA (248-6872) to speak with a service coordinator.
BITO is committed to providing you with the support you need to make the most of your hardware and software experience.
Standard Technical Support session may be used to help troubleshoot problems with your embroidery machines, laser machines or embroidery / laser software. This support can be done via telephone combined with online chat or through a remotely controlled online session with one of our techs.
Premium Technical Support is also available to customers who run multiple shifts in the evening or overnight.
Upon completing your tech support order form, remitting payment, a technician will contact you to set up a time that is most suitable for
troubleshooting your problem. This will depend on the type of problem you are experiencing and therefore may require additional resources
to be available at the time of the call.
In order to avoid spending unnecessary time over the telephone or online, the technician in charge of your tech support will communicate
with you, by email or phone to help prepare for your support session and to make the most of your time. Please be ready to provide the
elements that could contribute to the usefulness of your session, such as software files to be examined, pictures, videos or screen shots,
if applicable, of the problems you are experiencing, etc.
Cost of telephone or online technical support per hour
Standard: $120, charged in increments of 20 minutes, from 8:00 AM to 7:00 PM EST
Premium: $150, with a minimum of one hour charge, from 7:00 PM to 8:00 AM EST.
This service is only necessary if
your shop is experiencing problems during the night shift and it's not possible to determine during our normal tech support hours.
A technician will contact you to commence the session based on your special circumstances.
Please note that once a tech support session has been commenced, charges may not be reversed or credited. You must sign a consent form agreeing to this policy if paying by credit card. No refunds will be extended once the technician has started the session.
Call 866-BITOUSA to speak with a service coordinator.
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