Support Resolution Process

The DIGITECH Customer Support team strives to provide flexible access to the expert support you need to successfully resolve any technical issue. DIGITECH is dedicated to the satisfaction of its customers and is committed to provide efficient technical support that fits your needs. When a call is received by one of the DIGITECH Support Executive, it is immediately logged and prioritized.


Support Call Handling Process

Customer problem will be accurately detailed in our Service Request Tracking System. It will be assigned a Call Number for tracking purposes, and Priority level based on the priority, customer set for the Call. The Priority level determines the path, customer call will follow to resolution. After completing the information regarding call, our Technical Engineer will begin the process of problem troubleshooting and resolving it. The Technical Support Engineer who initially spoke with customer will determine the problem and mange its resolution. Typically, this engineer will be the primary contact for the Call Number assigned to customer call. If necessary, customer issue will also be reviewed and worked on, by either a member of the Tier, Two Technical Support Engineering team.
However Tier 1 support engineer will always take the ownership of the call.



Response Time

Typically all phone support requests are attended by out Technical Support Engineer. However, if the customer unable to reach our Support Engineer during first contact, then he/she can also send their complaints through E-mail the same will be given during the time of business, our support representative will respond to our call as rapidly as possible within defined response times for the call on priority. After responding begin the process of isolating the problem and resolving it, the service request is then activated.


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