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Level Of Service

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Level Of Service

Digi Helpdesk aim to respond to all requests as soon as possible.
 
Due to advisor availability and the volume of requests we receive, the key below displays the cost of support provided, dependant on time of support response and level of detail given by our support advisors.

 

Key: 

 

Urgency (Low / Medium / High) / Level of Detail (Low / Medium / High) = The time taken by a technical support advisor to respond to a customer’s first request /  Level of technical support detail provided by a technical support advisor.

 

Low / Low, one-off charge £6 = Technical support advisor responds to a customer’s first request within 4 days / 1 to 3 emails from a technical support advisor’s first suggestion to solve the technical support issue.

 

Low / Medium, one-off charge £9 = Technical support advisor responds to a customer’s first request within 4 days / 4 to 6 emails from a technical support advisor’s first suggestion to solve the technical support issue.

 

Low / High, one-off charge £12 = Technical support advisor responds to a customer’s first request within 4 days / 7 or more emails or a phone call from a technical support advisor’s first suggestion to solve the technical support issue.

 

Medium / Low, one-off charge £9 = Technical support advisor responds to a customer’s first request within 2 days / 1 to 3 emails from a technical support advisor’s first suggestion to solve the technical support issue.

 

Medium / Medium, one-off charge £9 = Technical support advisor responds to a customer’s first request within 2 days / 4 to 6 emails from a technical support advisor’s first suggestion to solve the technical support issue.

 

Medium / High, one-off charge £12 = Technical support advisor responds to a customer’s first request within 2 days / 7 or more emails or a phone call from a technical support advisor’s first suggestion to solve the technical support issue.

 

High / Low/Medium/High, one-off charge £12 = Technical support advisor responds to a customer’s first request within 24hrs / unlimited emails or a phone call from a technical support advisor’s first suggestion to solve the technical support issue.

 

 

Digi Helpdesk’s support service is provided to you via email ticket. Issues that may arise with your devices could be due to various factors, the same instructions that resolve a particular issue on a device may not mean that the same instructions will resolve an issue on a similar device. Our support advisors always do their best to provide technical support to solve your issue.

 

 

By ticking the level of service terms checkbox you agree that;

 

 

1. Once payment is made, the support provided to you could result in our advisors determining that your device may require an external engineer call-out or that you may need to contact your device’s manufacturer.

2. The support provided to you is based on the best of our advisors’ ability and not that your device is guaranteed to be fixed.

3. Refunds will be determined at our absolute discretion. Any chargebacks on payments made by you will be disputed by us and you agree to the chargeback being revoked.

 

Digi Helpdesk has no affiliation with any other third party companies, services, broadcasters or manufactures. Digi Helpdesk is an independent company that offers technical support services on digital devices. We are not connected to any other providers or sources.