# 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.