HOW CAN I HELP YOU?
At Digitcom we are committed to ensuring a positive customer experience at every touchpoint. Below are some of the ways we provide ongoing service and support for each and every customer:
Before your new voice system goes “live” your Digitcom Customer Service Representative will be available on-site to provide system training for all company staff. It is during this time that training sessions (45-minutes to one hour in length) between your Digitcom Rep and groups of six to eight employees will be conducted.
To increase both employee familiarization and comfort with the new system, your Digitcom Rep will also distribute comprehensive training guides and customized memos/flowcharts during these sessions.
Our dedicated staff will be with you and your company every step of the way, and if our training happens to leave a question unanswered, we’re just a phone call away. We look forward to working closely with you.
With the purchase of any phone system, Digitcom is committed not only to helping your company transition onto the new system, but providing ongoing service and support as well. In addition to the one year of service and support that Digitcom includes with all its systems, we offer affordable Service Contracts for anyone in need of ongoing support. The cost for this additional service is approximately 10% (often times less) of your system’s original purchase price.
Customers covered by Digitcom’s maintenance agreement can expect to receive the below noted service guarantee. Maintenance Agreement customers will receive the following:
The below severity code table provides target times for problem resolution
 SEVERITY 1 URGENT |
 SEVERITY 2 MEDIUM |
 SEVERITY 3 LOW |
|
|---|---|---|---|
| CUSTOMER IMPACT | Complete Service Interruption | Service Degradation |
Information Request or Minor Service |
| DESCRIPTION | Phone System Outage, severe business impact | Customer still has service but infrastructure is degraded and the situation could lead to a service interruption if not attended to in a timely manner. | Customer still has service. Call relates to a develop- ment, enhancement or non critical request |
| EXAMPLES | Phone system is completely down, calls to main go unanswered | 50% or more of the phones are down, reception phone is down, voice mail is down, advanced applications not functioning | Situations which may need to be addressed but which do not impact the functionality of the phone system, data network, or minor thresholds. MAC (moves, adds, changes) would fall into this classification. |
| TARGET TIME TO ADDRESS | 2 Hours | 6 Hours | 24 Hours |
| TARGET RESOLUTION TIME | 4 Hours | 10 Hours | 48 Hours |
"It was a pleasure working with your team, and we look forward to
upgrading with Digitcom when we are ready for our next expansion!"
Karen Jacobs
"Awsome...one of the reasons I'd like to continue our
relationship with Digitcom is because of the excellent service provided by Tony Green."
Shirley Wong
"Our new telephone system has more than met our
expectations and we look forward to working with Digitcom as we expand our communications options in the future."
Connis Dickson
"Just wanted to extend a huge thank you for
your assistance with our phone programming problems. Your kindness and understanding to my lack of knowledge was very comforting."
Judith Hann
The table below describes the customer service response path followed by Digitcom in order to efficiently address each issue and resolve problems as quickly as possible.
ESCALATION LEVEL 1
ESCALATION LEVEL 2
ESCALATION LEVEL 3
ESCALATION LEVEL 4
