Digital Deployment Support Program
To our clients,
From everyone here at Digital Deployment, we’d like to wish each and every one of you a happy and healthy New Year! It has been an absolute pleasure supporting you all and I am looking forward to seeing what 2021 has in store both personally and professionally.
In the spirit of a New Year, we will be making some important changes to our support program in an effort to simplify and streamline how we receive and process support-related inquiries. The changes highlighted below focus on resolving your reported issue and/or question and ensure that you stay informed and updated on our progress every step of the way. The easiest and fastest way to get help for your website is through our support portal or by sending an email to support@digitaldeployment.com.
Please review the list of important changes that will take effect on February 1st, 2021:
- The Service-Level Agreement Program (SLA) is being rebranded and can now be referred to as the Digital Deployment Support Program.
- Ticket priority levels will be simplified to normal or emergency. All tickets submitted to our general support inbox will be reviewed and prioritized based on complexity and available resources. You will receive a response for any normal ticket within one business day and we will work diligently to identify and resolve the issue at hand.
- We have made enhancements to our emergency hotline including voicemail transcription coupled with email and ticket automation to ensure your reported issue gets routed to the right person for timely response and resolution. Note: Please read our updated emergency policy for details.
- In addition, we have created a NEW dedicated email address for emergencies (emergency@digitaldeployment.com). Emergency tickets will continue to receive the same immediate, 24/7 response. Note: Please read our updated emergency policy for details.
The above changes will not have any impact on the level of support you will receive – we will continue to provide the same high level of support that you have received throughout 2020. Our intention is to position ourselves in this new year so that we can provide you with better support and more timely resolutions.
If you have any questions or concerns, please do not hesitate to send us an email to support@digitaldeployment.com and we will be more than happy to discuss the details further.
Thank you,
Ryan Ginsberg
Customer Success Manager