Joey King
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169 lines
4 KiB
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169 lines
4 KiB
Markdown
---
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title: Tickets & Ticketing
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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.
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category: getting-started
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tags: [getting_started]
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permalink: go.dbits.ca/dd/tickets-and-ticketing
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---
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# Tickets & Ticketing
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# Ticketing Guide
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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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---
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## Contact Methods & Availability
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For the latest details on our contact methods and availability, please visit our [Contact Page](https://dbits.ca/contact/).
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---
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## Service Tiers & Pricing
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We offer three flexible service options to match your needs:
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- **Standard Rate** – $90/hour
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- **Pre-Pay & Save** – $60/hour (33% savings)
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- **Member Rate** – $30/hour (67% savings + lifetime warranty)
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**For complete pricing details and membership benefits:** Contact us at hey@dbits.ca
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---
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## Response Times by Priority
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Priority
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Issue Type
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First Response
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**P1**
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Business down, safety/security risk
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15-30 minutes
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**P2**
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Major function impaired, multiple users affected
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Within 2 hours
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**P3**
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Single user issue, minor impact
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Same business day
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**P4**
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General requests, quotes, routine changes
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1-2 business days
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**Typical Resolution Times:**
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- Standard repairs: 3 business days
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- Parts delivery: 3-21 days (supplier dependent)
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*Note: Response and resolution goals apply during standard support hours. External factors (weather, traffic, supplier delays) may impact timelines.*
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---
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## Support Process & Escalation
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Our tiered support ensures your issue reaches the right expertise:
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- **Tier 1 – General Support:** Basic troubleshooting and FAQ assistance
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- **Tier 2 – Advanced Support:** Complex issues requiring specialized technician intervention
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- **Tier 3 – Specialist Review:** High-priority or unresolved cases requiring management escalation
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---
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## Work Authorization & Finance
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To ensure transparency and avoid surprises:
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- All work requires an approved quote before we begin
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- Parts over $50 require deposit before ordering
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- Invoices based on approved quotes and tracked time
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- Payment timing depends on your selected service tier
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---
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## Communication & Updates
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### Our Commitment to You
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- **3-Day Contact Rule:** We reach out via email, phone, or text if we haven’t connected in 3 days
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- **Regular Updates:** Progress reports based on your ticket priority
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- **Full Transparency:** All communications logged in your ticket
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- **Appointment Confirmations:** 24-48 hours before on-site visits with full details
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---
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## Ticket Resolution
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### Our Process
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- **Acknowledgment:** Confirms your ticket and priority
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- **Ongoing Updates:** Progress reports until resolution
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- **Final Resolution:** Summary of actions taken and confirmation before closing
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- **Follow-up Window:** Tickets remain open for 14 days for any additional questions
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### Unresponsive Client Policy
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- **Days 1-21:** Contact attempts every 3 days (email → phone → text)
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- **Day 21:** Final notice with 7-day response window
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- **Day 28:** Ticket closed per policy; storage fees apply for devices
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---
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## Warranty Coverage
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- **Member Repairs:** Lifetime warranty
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- **Standard Repairs:** 1-year warranty
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- **Exclusions:** Accidents, misuse, software issues post-repair, data loss, liquid damage repairs
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[**View Full Warranty Policy**](Warranty_Returns_and_Exchange_Policy.md)
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---
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## Scope of Support
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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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---
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## Best Practices for Faster Resolutions
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- **Be Specific:** Include exact error messages and what you were doing
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- **Document Steps:** Note any troubleshooting already attempted
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- **Attach Screenshots:** Visual context helps technicians diagnose faster
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- **Indicate Urgency:** Mention if business-critical upfront
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- **Complete Info:** Device model, serial number, relevant history
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