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General Details

Tickets & Ticketing

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Ticket Guide

DigiBandit 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 & Availability

For the latest details on our contact methods and availability, please visit our Contact Page.


Support Levels & Availability

Support LevelFunctionAvailability
General SupportHandles common issues, FAQs, and basic IT requests. Escalates if needed.Mon – Sat 12 PM – 5 PM
Advanced SupportResolves complex technical issues. Escalates to specialists when necessary.Weekdays 9 AM – 5 PM

Escalation Process & Tiered Support

  1. Tier 1 – General Support: Basic troubleshooting and FAQ assistance.
  2. Tier 2 – Advanced Support: More complex issues requiring technician intervention.
  3. Tier 3 – Specialist Review: Escalation for high-priority or unresolved cases.

Response & Resolution Goals

  • Reply Time: Within 1 Hr
  • Resolution Goal: As soon as possible, depending on issue complexity

Response & 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 Support

For details on our scope of support, please refer to our Master Service Agreement.


Pricing & Billing Expectations

  • Hourly 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 Resources

We 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 Resolutions

  • Be 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 Updates

  1. Acknowledgment Email: Confirms your ticket and priority level.
  2. Ongoing Updates: Regular progress reports until resolution.
  3. 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!

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