General Details Tickets & Ticketing Estimated reading: 2 minutes 332 views Contributors Ticket GuideDigiBandit is dedicated to providing fast and efficient IT support. Our ticketing process ensures your request reaches the right team member for a quick resolution.Preferred Contact Methods & AvailabilityFor the latest details on our contact methods and availability, please visit our Contact Page.Support Levels & AvailabilitySupport LevelFunctionAvailabilityGeneral SupportHandles common issues, FAQs, and basic IT requests. Escalates if needed.Mon – Sat 12 PM – 5 PMAdvanced SupportResolves complex technical issues. Escalates to specialists when necessary.Weekdays 9 AM – 5 PMEscalation Process & Tiered SupportTier 1 – General Support: Basic troubleshooting and FAQ assistance.Tier 2 – Advanced Support: More complex issues requiring technician intervention.Tier 3 – Specialist Review: Escalation for high-priority or unresolved cases.Response & Resolution GoalsReply Time: Within 1 HrResolution Goal: As soon as possible, depending on issue complexityResponse & resolution goals apply during standard Full Support hours and are paused outside this timeframe.Notes:Response times are averages.External factors (weather, traffic, etc.) may impact resolution time.Scope of SupportFor details on our scope of support, please refer to our Master Service Agreement.Pricing & Billing ExpectationsHourly Billing applies to all services except for Break/Fix, which is billed by the minute.For full pricing details, visit our Rates Page.Invoices are generated based on time tracked and approved estimates.Self-Service ResourcesWe offer tools to help resolve common issues without submitting a ticket:digiDocs Knowledge Base – Guides, FAQs, troubleshooting tips.How-To Guides – Password resets, connectivity fixes, and system maintenance.Best Practices for Faster ResolutionsBe Specific: Include exact error messages and what you were doing when the issue occurred.Troubleshooting: Document any steps already attempted.Attach Screenshots: Helps technicians understand the issue quickly.Indicate Urgency: If business-critical, mention it in your ticket.Follow-Up & Resolution UpdatesAcknowledgment Email: Confirms your ticket and priority level.Ongoing Updates: Regular progress reports until resolution. Final Resolution:Summary of actions taken.Confirmation from the client before closing.Ticket remains open for 48 hours for follow-ups.Unresponsive Clients: If we receive no response after 3 attempts over 3 days:If resolved, we close the ticket.If input is needed but not received, the ticket is canceled. A new ticket is required for further assistance.Need Help? Contact Us!Our team is here to keep your systems running smoothly. Reach out anytime for assistance!Relevant digiDocsTicket ManagementSyncroMSP Customer Portal URLsXDM Ticket Management