Support
Existing customers should have received a Contact Procedure document, either at the end of the proposal, or in the contract.
Customer Help Portal
For non-urgent or low-priority issues, you should login to the customer portal and enter a help request. If you do not have a username for the portal, or have forgotten your username/password, you might have an on-site liaison who can enter a request for you.
If you have a question about a previously-reported issue, you can check its status in the customer portal.
Contact your technician
To contact your usual support engineer, you can email him directly. If you don't know his email address, you can find it on the About Us page, if you recognize his name.
To speak to your technician, you can call (888) 734-3444 and dial his extension (it's on his business card).
Contact any technician
In the event that you don't know who to contact, you can send email to info [at] digiraticonsulting [dot] com.
To speak with a live human, call (888) 734-3444 and choose option #2. You will be forwarded to the cell phone of the on-duty technician. If he is busy or on the phone, you should leave voicemail, which will also get emailed to him.
Emergency
If you call us out of bed at 3 AM, we hope it is for a good reason. Keep in mind that you may be billed at your emergency rate for unscheduled, on-site visits after business hours. Events that qualify as emergencies are, for example:
- Something is smoking or smells like it is burning
- A service is down and is preventing everyone from working
- A device is beeping or has flashing red/amber light(s)
In the event of an emergency, call (888) 734-3444 and choose option #3. This will page all of us, and someone will respond to you as soon as possible.
If you have your technician's cell phone number, now would be an appropriate time to use it.
