DDI Customer Support Process

DDI's Customer Support Process

 

DDI’s Support team serves as the central point of contact for all DDI technology products. Our dedicated associates manage support tickets using an ITIL-based Service Management System. Here are the three ways to connect with DDI Support:

 
DDI SUPPORT PORTAL
  • Visit the DDI Support Portal (https://support.ddi.com) for a library of support articles and to submit issues or questions.
  • Please refer to SLAs below for response and resolution times.
 
PHONE
  • Available on US non-holiday weekdays from 1:00 am to 7:00 pm (US East), Monday-Friday. (1:00 am to 7:00 am may be limited due to associate availability)
  • Call +1-800-438-4525 
  • Urgent issues should be reported by phone for immediate attention.
 
E-MAIL
  • Email support@ddiworld.com.
  • You’ll receive a ticket confirmation email with your ticket ID and current status.
  • Email support is available 24/5 (excluding Fridays after 5 pm EST).
  • Limited email support available on weekends with associates checking emails twice daily.
  • Coverage in Europe and Australia is limited due to associate availability.
 
ISSUE RESOLUTION AND ESCALATION
  • Email support@ddiworld.com.
  • You’ll receive a ticket confirmation email with your ticket ID and current status.
  • Email support is available 24/5 (excluding Fridays after 5 pm EST).
  • Limited email support available on weekends with associates checking emails twice daily.
  • Coverage in Europe and Australia is limited due to associate availability.
 
PRIORITIES
  • Issue priority depends on impact and urgency.
  • Email and portal submissions start as Medium priority.
  • High-priority issues should be reported via phone.

Priority 1 – Critical

  • Target – 1 hour resolution
  • Requires immediate attention and takes priority until resolved. These are mostly large-scale systemic outages that impact multiple systems, clients or locations. Work begins immediately with technicians working until resolved.

Priority 2 – High

  • Target – 8 hour resolution
  • Are mainly localized events surrounding groups of users, specific projects, or other urgent but not systemic outages. Users are generally able to work but (for example) at lower performance until the issue is resolved. Workarounds may be applied in the interim. Work begins immediately and technicians work on the problem during business days until its resolution.

Priority 3 – Moderate

  • Target – 3 business day resolution
  • Allows the user to continue work, but not at a maximum efficiency. Most issues are Moderate priority.

Priority 4 - Low

  • Target – 3 business day resolution
  • General questions and issues that have relatively no impact on the client’s ability to do a task, such as an on-screen typo.
 
STANDARD MAINTENANCE WINDOW

While DDI continues to strive for continuous improvement in terms of minimizing downtime for system updates and server maintenance, DDI reserves the time period of 3:00am to 8:00am (US East) each Saturday to perform system maintenance. System availability can be impacted during this time period.

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