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Tickets & Ticketing

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Ticket Guide

DigiBandit is committed to providing prompt and efficient support for all your IT needs. Our streamlined Ticket Guide ensures that every support request is directed to the right team member for a timely and effective resolution.

How to Create a Ticket

Creating a support ticket with DigiBandit is easy. You can submit your request using any of the following methods:

  1. Online Portal: Submit a ticket directly through our website at dbits.ca/ticket.
  2. Call Us: Reach out to us via phone at +1 506-988-9243 for immediate assistance.
  3. Email: Send your support request via email to [email protected].
  4. Customer Tray Icon: If you’re a managed client, you can create a ticket right from your computer using the tray icon. For more details on setting this up, visit our guide: Customer Tray Icon Setup.

Choose the method that’s most convenient for you, and we’ll take it from there!


Levels of Support

General Support
Function: Handles fundamental customer issues and service requests requiring IT involvement.
Level of Support: This person uses support documents, FAQs, and ticketing software to resolve common issues. If they cannot resolve the issue, they escalate to advanced support.
Response & Resolve Goal: Low & Normal
Availability: Daily 12p – 5p.

Advanced Support
Function: Tackles more complex problems that initial support cannot resolve.
Support: Employs advanced knowledge and tools to address technical issues. Escalates complex or unresolved issues to a Specialist.
Response & Resolve Goal: High & Urgent
Availability: Weekdays 9a – 5p.


Escalation Process

  1. Identify the Issue: The technician determines if the issue can be resolved using available resources. If not, it’s escalated.
  2. Escalation: Issues beyond general support are escalated for analysis and resolution. If the technician cannot resolve the issue, it’s escalated to a specialist who utilizes expert knowledge and resources to provide a solution.

Prioritization

Requests are prioritized based on urgency, impact, and complexity. High-impact or urgent issues may be escalated directly to ensure swift resolution.


Response & Resolve Goals

We understand that timely support is crucial to your business, and we strive to provide the best possible service. Below are details on our response time goals, how we measure response times, and what you can expect when submitting a support ticket.

  • Urgent
    All users and functions are unavailable, such as server down, network outage, etc.
    Response: 15 Minutes
    Resolution: 1 Hour

  • High
    Many users of business-critical functions are affected; for example, printers are down, etc.
    Response: 15 Minutes
    Resolution: 3 Hours

  • Normal
    Users or functions are affected, but business processes can continue; an example can be spotty WiFi.
    Response: 15 Minutes
    Resolution: 12 Hours

  • Low
    A program needs an update, an intermittent issue, quality of life improvements, etc.
    Response: 12 Hours
    Resolution: 48 Hours

Notes

  • Based on average response times for similar tickets.
  • The Client agrees that weather, traffic conditions, or Force Majeure outside the control of DigiBandit may extend or prevent a timely resolution.

Scope of Support

Direct Support

Assistance with any issues related to DigiBandit products and services, including troubleshooting, setting up, and routine maintenance.

Integrated Solutions

Support for third-party applications and devices that work with our products.

Extended Assistance

Help with external tech problems not directly related to our services, such as internet connectivity or third-party software conflicts, subject to additional terms.

Beyond Our Borders

Support for non-DigiBandit issues, like ISP problems or external hardware/software glitches, falls outside our regular service agreements. These require a separate project scope, billing, and service terms via a ticket.

If you’re unsure whether your issue falls within our support scope or need clarification on any service aspect, our support team is here to help.


Self-Service Options

We offer a range of self-service tools to help customers resolve common issues quickly and without the need for a ticket.

  • Knowledge Base (digiDocs): Access our online knowledge base, which includes guides, FAQs, and troubleshooting tips to help resolve everyday problems.
  • How-To Guides: Step-by-step tutorials for common tasks like resetting passwords, troubleshooting connectivity issues, and performing basic system maintenance.
  • Ticket Submission Tips: Ensure faster service by providing detailed information, such as device model, error messages, and any troubleshooting steps already attempted.

These resources can often resolve your issue faster than waiting for ticket escalation.


Best Practices for Issue Reporting

For faster resolutions, we recommend including as much relevant information as possible when submitting a support ticket:

  • Be Specific: Include error messages, the actions taken before the issue occurred, and any steps already attempted to resolve the problem.
  • Attach Screenshots: Screenshots of error messages or issues help technicians quickly understand the problem.
  • Indicate Urgency: If your issue is time-sensitive or business-critical, please let us know so we can prioritize accordingly.

Providing this information upfront can greatly improve response times and ensure efficient issue resolution.


Proactive Monitoring (For Managed Clients)

For our Managed Service clients, we provide proactive monitoring to ensure your systems stay operational without requiring manual ticket submission:

  • Proactive Alerts: DigiBandit monitors your network and systems in real-time, automatically generating tickets for critical issues like low disk space or hardware failures.
  • Automatic Ticket Generation: If an issue is detected, a ticket will automatically be created and escalated, if necessary, without requiring customer input.

This proactive approach ensures issues are detected and addressed early, minimizing downtime and disruption to your business.


Feedback

We value your feedback and continuously strive to improve our services. After resolving a ticket, you may receive a short survey to rate your experience.

  • Post-Resolution Survey: Rate your satisfaction with the support received, including communication, timeliness, and issue resolution.
  • Continuous Improvement: Your feedback helps us improve and tailor our services to meet your needs better.

Service Level Agreement (SLA) Overview

We aim to provide a high level of service, and our Service Level Agreement (SLA) outlines the response and resolution goals for each issue type.

  • Standard SLAs: For clients without managed service agreements, we provide typical response times and resolution goals based on the ticket’s priority (Low, Normal, High, Urgent).
  • Premium SLAs: For clients under managed service agreements, we offer enhanced SLAs with faster response times and higher prioritization, ensuring your business operations are minimally impacted.

For more details about SLAs, please contact us.


Follow-Up and Resolution Communication

At DigiBandit, maintaining clear communication with our clients throughout the ticket resolution process is a priority. To ensure you are always informed, we follow a structured communication plan at each stage of the support process.

  • Initial Follow-Up
    After a support request is received and logged, the customer will receive an acknowledgment email confirming the ticket details and assigned priority level. General Support will initiate contact within 15 minutes for urgent or high-priority tickets and by the end of the day for lower-priority requests.

  • Ongoing Updates
    If a ticket remains unresolved after the first contact, technicians will provide daily status updates via email or phone until the issue is fully resolved. For complex issues requiring escalation to Advanced Support or a specialist, the technician will inform the customer of the escalation and any changes to expected resolution timelines.

  • Final Resolution and Ticket Closure
    Once the issue is resolved, the technician will:

    • Send a final update summarizing the actions taken.
    • Confirm with the customer that the solution has been implemented and the problem resolved to their satisfaction.

    The ticket will remain open for up to 48 hours after resolution to allow for any follow-up questions or issues. If there is no further response after 48 hours, the ticket will be marked as closed.


Unresponsive Clients

If we do not receive a response after three contact attempts (using two different methods such as phone, email, or SMS) over a period of three days, the ticket will be reviewed:

  • If the issue has been addressed, the ticket will be resolved and closed.
  • If customer input is required but no response is received, the ticket will be marked as canceled, and further action will require a new ticket submission.

Contact us for Comprehensive Support

Our support team is here to ensure your tech ecosystem runs smoothly. Whether you need immediate assistance, have questions about our scope of support, or want clarification on your service terms, we’re dedicated to helping you. Reach out today for any assistance you need!

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