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| Tickets & Ticketing | 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. | getting-started |
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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.
Contact Methods & Availability
For the latest details on our contact methods and availability, please visit our Contact Page.
Service Tiers & Pricing
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)
For complete pricing details and membership benefits: Contact us at hey@dbits.ca
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:
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Standard repairs: 3 business days
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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.
Support Process & Escalation
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
Work Authorization & Finance
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
Communication & Updates
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
Ticket Resolution
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
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
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
Scope of Support
For complete details on what we support and our service agreements, please refer to our Master Service Agreement.
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