CONTACT INFORMATION

Business Hours 9:00 AM - 5:30 PM +44 (0) 1277 246 026

Backup Customer Support number: +44 (0) 1277 246 000
This is the main switchboard number (9:00 AM -5:30 PM) if you cannot get through to us for any reason on the support number above.

After Hours and Weekends
Please contact our US support centre, click here for details.

What happens when I call Digital Technology with a problem?
When you call +44 (0) 1277 246 000, the first person you will talk to is a receptionist. They will ask for your name and the company that you are with. The reason they ask what company you are with is to verify that you have a support agreement with Digital Technology International.

We do not offer any support to customers without a maintenance agreement.

The Customer Support technician will record your case in the Customer Service Centre database and will be able to give you an issue number. This number will allow you to reference the call and follow your issue through until resolution. The technician will enter a description of the problem and will attempt to resolve the call immediately without involving any other people.

If the call is of a technical nature that can not be immediately handled by a Customer Support employee, the Customer Support technician may ask for a modem number, or WAN IP address, the servers involved and their login names and passwords. The technician will then explain the problem to a Tech Services engineer. The Tech Services engineer will then direct the Customer Support employee on how to resolve the problem or will resolve the problem themselves.

The resolution of the call is then recorded in the Customer Service Center database.If the call is a software issue, it is prioritized 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 Tech Services engineer FIRST?
It is our policy to have all calls initially go to a Customer Support technician. If the call needs to move beyond his/her expertise, that technician will immediately contact the Tech Services engineer or a Development Engineer.

Additional Support Links
A new link from thenotes.dtint.com web page contains certain information on ALL ISSUES that have been reported to Customer Support and have not been resolved and those that have been resolved in the last 90 days.

This information includes the issue number, description of the issue, the date it was reported, the status, who it is assigned to, and a resolution description if the issue has been resolved. Information on the company that has reported the issue is not available.

The DTI Users Group has been an active contributor of ideas and solutions to difficult workflow issues, research, and up to date information. Because the group is composed of those who use the software in production on a daily basis, they often find solutions and tips which will escape DTI testing or support.