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UK Support
What happens when I call Digital Technology with a problem? When you call +44 (0) 1277 246 000, and select the Support option, a Customer Services employee will ask for your name and the company that you are with. This is to verify that you have a support agreement with Digital Technology International. We do not offer support to customers without a maintenance agreement. The Customer Services employee will record your case in the Customer Service Centre database and will give you an issue number. This number will allow you to reference the call and track your issue through until resolution. The employee will enter a description of the problem and will attempt to resolve the call immediately. Should the Customer Services employee not be able to resolve your call immediately, contact details will be requested and further investigations will take place. A member of the Customer Services team will be assigned to deal with your case, and will contact you should they require more information, or should they have a solution. When you email support@dtint.co.uk, please ensure the email contains as much information as is possible regarding the issue you are experiencing, such as steps to reproduce the issue, the version of software you are running, and your contact details. A Customer Services employee will record your case in the Customer Service Centre database and reply to your email with an issue number. This email may also request further information required by the Customer Services employee to progress the case. If the issue is of a technical nature that can not be immediately handled by a Customer Services employee, the Customer Services employee may request further information, such as WAN IP addresses, the servers involved and their login names and passwords. The employee will then explain the problem to a Technical Services Engineer. The resolution of the call is then recorded in the Customer Service Centre database. If the call is a software issue, it is prioritised by the Customer Support Manager, Product Manager and Development Manager. The priority of your issue is NOT static and can be escalated, if warranted. Why can't I talk to a Technical Services Engineer first? It is our policy to have all calls initially go to a Customer Services employee. If the call needs to move beyond his/her expertise, that employee will immediately contact the Technical Services Engineer, or escalate the issue further. Additional Support Links A link from the notes.dtint.com site contains information on issues that have been reported to the Customer Service Centre that have not been resolved, and those that have been resolved in the last 90 days. Issue information includes:
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