Joey King
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2.6 KiB
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73 lines
2.6 KiB
Markdown
# Phone System
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**Document Type:** Service Guide
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**Date:** March 2026
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**Version:** 1.1
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---
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## Contact Numbers
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**Main:** (506) 404-0055
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**Email:** hey@dbits.ca
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**Text:** (506) 404-0055 (SMS supported)
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## Business Hours
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| Service | Hours |
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|---------|-------|
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| **Support (phone, remote, managed services)** | Monday to Friday, 8:00 AM to 8:00 PM Atlantic Time |
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| **Walk-in Repair (drop-offs, pickups, in-person)** | Daily, 12:00 PM to 5:00 PM Atlantic Time |
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After hours, calls go directly to voicemail. We will return your call on the next business day.
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## When You Call
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### If We Recognize Your Number
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You skip the menu entirely. Your call goes straight to our team based on your account type. No buttons to press.
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If we are closed when you call, your call is still logged and our team will follow up with you.
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### If We Don't Recognize Your Number
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1. You hear a brief greeting
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2. **Have a ticket number?** Press 1, then enter your ticket number when you're ready (take your time, no rush)
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3. **No ticket number?** Just stay on the line. The menu will play automatically after a few seconds.
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### Department Menu
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- **Press 2** for repairs and technical support (English)
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- **Press 3** pour le service en francais (reparations)
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- **Press 5** for managed services and accounts (English)
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- **Press 6** pour les services geres (francais)
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- **Press 0** to leave a voicemail
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If you don't press anything, your call goes to voicemail.
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If you select a department that is currently closed, you will hear that department's hours and be offered voicemail.
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## Voicemail
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- Leave a message up to 2 minutes long
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- Your voicemail is transcribed and a support ticket is created automatically
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- You will receive a text message confirming we got your voicemail
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- We will call you back as soon as possible
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## Text Messages (SMS)
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You can text (506) 404-0055 directly. Your message creates a support ticket and our team will follow up.
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## Missed Calls
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If we miss your call and you don't leave a voicemail, a support ticket is still created for known contacts and we will call you back. You will receive a text message letting you know.
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## Ticket Numbers
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Your ticket number is the number shown on your support ticket (e.g., 2607814). When you call and enter your ticket number, you can:
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- **Press 1** to hear your ticket status read back to you (available 24/7, even after hours)
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- **Press 2** to speak with someone about the ticket
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- **Press 0** to leave a voicemail
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The status check tells you the current state of your ticket, when it was last updated, and who is working on it. This is available any time, day or night.
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