. Service Offerings - Technical Support Services
Digité, Inc. Technical Support services include a defined call flow process with built-in escalation procedures and a dedicated Escalation Manager to handle problem resolution. We offer the following levels of support:
Basic Software Support
Basic Software Support is Digité, Inc's first level support offering. It includes access to software updates and new releases as we continually update our hosted application. We also provide telephone support, email support, and also onsite support for all the products listed on your software support agreement.
Extended Software Support
If you require 24x7 support, Extended Hours Support is available 365 days a year, 7 days a week, 24 hours a day. This includes any and all onsite support, offsite support, email and phone support.
Jump Start Package
As part of the jumpstart package, we will define your organization’s specific needs and identify those modules that can be quickly and effectively implemented. Technical Support for this rollout is also included. Digité, Inc. will also allocate a project catalyst for each Jump-start customer, who will work with you to define your project templates, assist in uploading your existing project data into Digité Enterprise and provide user training.
Project Catalyst Services
The project catalyst is the primary support interface between
you and Digité, Inc. The project catalyst will aid you
in accelerating implementation of the Digité Enterprise
solution within your organization. Catalyst services
are available by phone and e-mail. The project catalyst responds
to queries, investigates problems and issues and provides recommendations
and guidance on the digité rollout plan for your
organization.