---
title: Tickets & Ticketing
description: 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.
category: getting-started
tags: [getting_started]
permalink: go.dbits.ca/dd/tickets-and-ticketing
---

# Tickets & Ticketing

# Ticketing 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.

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## Contact Methods & Availability

For the latest details on our contact methods and availability, please visit our [Contact Page](https://dbits.ca/contact/).

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## Service Tiers & Pricing

We offer three flexible service options to match your needs:

- **Standard Rate** – $90/hour

- **Pre-Pay & Save** – $60/hour (33% savings)

- **Member Rate** – $30/hour (67% savings + lifetime warranty)

**For complete pricing details and membership benefits:** Contact us at hey@dbits.ca

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## Response Times by Priority



Priority
Issue Type
First Response




**P1**
Business down, safety/security risk
15-30 minutes


**P2**
Major function impaired, multiple users affected
Within 2 hours


**P3**
Single user issue, minor impact
Same business day


**P4**
General requests, quotes, routine changes
1-2 business days



**Typical Resolution Times:**

- Standard repairs: 3 business days

- Parts delivery: 3-21 days (supplier dependent)

*Note: Response and resolution goals apply during standard support hours. External factors (weather, traffic, supplier delays) may impact timelines.*

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## Support Process & Escalation

Our tiered support ensures your issue reaches the right expertise:

- **Tier 1 – General Support:** Basic troubleshooting and FAQ assistance

- **Tier 2 – Advanced Support:** Complex issues requiring specialized technician intervention

- **Tier 3 – Specialist Review:** High-priority or unresolved cases requiring management escalation

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## Work Authorization & Finance

To ensure transparency and avoid surprises:

- All work requires an approved quote before we begin

- Parts over $50 require deposit before ordering

- Invoices based on approved quotes and tracked time

- Payment timing depends on your selected service tier

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## Communication & Updates

### Our Commitment to You

- **3-Day Contact Rule:** We reach out via email, phone, or text if we haven’t connected in 3 days

- **Regular Updates:** Progress reports based on your ticket priority

- **Full Transparency:** All communications logged in your ticket

- **Appointment Confirmations:** 24-48 hours before on-site visits with full details

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## Ticket Resolution

### Our Process

- **Acknowledgment:** Confirms your ticket and priority

- **Ongoing Updates:** Progress reports until resolution

- **Final Resolution:** Summary of actions taken and confirmation before closing

- **Follow-up Window:** Tickets remain open for 14 days for any additional questions

### Unresponsive Client Policy

- **Days 1-21:** Contact attempts every 3 days (email → phone → text)

- **Day 21:** Final notice with 7-day response window

- **Day 28:** Ticket closed per policy; storage fees apply for devices

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## Warranty Coverage

- **Member Repairs:** Lifetime warranty

- **Standard Repairs:** 1-year warranty

- **Exclusions:** Accidents, misuse, software issues post-repair, data loss, liquid damage repairs

[**View Full Warranty Policy**](Warranty_Returns_and_Exchange_Policy.md)

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## Scope of Support

For complete details on what we support and our service agreements, please refer to our [**Master Service Agreement**](Master_Service_Agreement.md).

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## Best Practices for Faster Resolutions

- **Be Specific:** Include exact error messages and what you were doing

- **Document Steps:** Note any troubleshooting already attempted

- **Attach Screenshots:** Visual context helps technicians diagnose faster

- **Indicate Urgency:** Mention if business-critical upfront

- **Complete Info:** Device model, serial number, relevant history