CONTACT INFORMATION Business Hours 8:00 am-5:00 pm MST 1-801-853-5000After Hours and Weekends 1-801-853-5000 ext. 4 (Leave a message and we will reply promptly.) Backup Customer Support number: 1-801-489-0701 This is a cordless phone that is not dependent on the regular phone system at DTI. If this does not work or you still cannot get through to a tech, you can then call the following cell phone number:Emergency Cell Phone:1-801-319-7909What happens when I call Digital Technology with a problem? When you call 1-801-853-5000, 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. After that has been verified, your call will be transferred to a Customer Support Technician.We do not offer any support to customers without a maintenance agreement.Follow up calls can bypass this step by immediately giving the receptionist your issue number.The Customer Support technician will record your case in the Customer Service Center 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.What happens when I call Digital Technology after hours? After 6:00 p.m., contacting our Customer Support Department is only slightly different. If you call 1-801-853-5000 after 6:00 p.m. (MST) you will be prompted to enter a "4" for support. This will transfer your support call to the Customer Support technician that is working the late shift. This technician is here until 12 midnight (MST).If the late shift technician leaves his or her desk for any reason or if he or she is already on a call, the system may prompt you to leave a voice message. Once the message is saved, the phone system will send a page to alert them that another call has come in.If this individual is still unavailable, the phone system will automatically escalate the page through several Customer Support numbers until one is able to return the phone call.After 12:00 midnight and throughout the weekend, the phone system automatically requires you to leave a voice message.The phone system immediately pages an individual carrying an after-hours phone. Similarly as above, if that phone is unavailable for any reason, the phone system will send the page to a variety of cell phones until someone is able to return the call.Your company will NOT be billed at After Hours rates for a call that is received between 8:00 a.m. (MST) and 6:00 p.m. (MST) or if you are on a Maintenance Contract with 24-hour support.DTI will make every effort to resolve your problem as soon as possible. If your call is unanswered and your call is of an urgent nature, you can use the alternative phone numbers listed above to call the after hours phone directly or to call the Customer Support Manager for assistance.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 the notes.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.
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