We understand your business. We are a results-driven team of experienced news media and software professionals ready to provide easy, quick and comprehensive solutions to problems when they arise.We are dedicated to our customers and their success, and are available around-the-clock to help you with any questions you might have.

Americas Support
  • 8:00 am to 5:00 pm MST call 1.801.853.5000
  • After hours & weekends call: 1.801.853.5000 ext. 4
  • If you cannot reach us at 1.801.853.5000, call us at: 1.801.319.7909

What happens when I call Digital Technology with a problem?
When you call 1.801.853.5000, the receptionist will ask for your name and the company that you are with. This is to verify that you have a support agreement with Digital Technology International. After verification, your call will be transferred to a Customer Support Technician.

We do not offer any support to customers without a maintenance agreement.

Follow up calls can bypass this step by immediately giving the Receptionist your issue number.

The Customer Support Technician will record your case in the Customer Service Center database and will give you an issue number. This number will allow you to reference the call and track your issue through until resolution. The Technician will enter a description of the problem and will attempt to resolve the call immediately.

If the call is of a technical nature that can not be immediately handled by a Customer Support employee, the Customer Support Technician may ask for a modem number, or WAN IP address, the servers involved and their login names and passwords. The Technician will then explain the problem to a Technical Services Engineer.

The Technical Services Engineer will then direct the Customer Support employee on how to resolve the problem or will resolve the problem themselves.

The resolution of the call is then recorded in the Customer Service Center database. If the call is a software issue, it is prioritized by the Customer Support Manager, Product Manager and Development Manager. The priority of your issue is NOT static and can be escalated, if warranted.

What happens when I call Digital Technology after hours?
If you call 1.801.853.5000 after 6:00 p.m. (MST) you will be prompted to enter a "4" for support. You will be transferred to the Customer Support Technician who is available until 12 midnight (MST). The Technician may be temporarily unavailable in which case the system will prompt you to leave a voice message. Once the message is saved, the phone system sends a page to alert the Technician that another call has come in.

If the Technician is not able to respond immediately, the call will be escalated to several Customer Support numbers until a technician is able to return the phone call. After 12:00 midnight and throughout the weekend, the phone system automatically requires you to leave a voice message.

The phone system immediately pages an individual carrying an after–hours phone. Similarly as above, if that phone is unavailable for any reason, the phone system will send the page to a variety of cell phones until someone is able to return the call.

Your company will NOT be billed at After–Hours rates for a call that is received between 8:00 a.m. (MST) and 6:00 p.m. (MST) or if you are on a Maintenance Contract with 24–hour support.

DTI will make every effort to resolve your problem as soon as possible. If your call is unanswered and your call is of an urgent nature, you can use the alternative phone numbers listed above to call the after–hours phone directly or to call the Customer Support Manager for assistance.

Why can’t I talk to a Technical Services Engineer first?
It is our policy to have all calls initially go to a Customer Support Technician. If the call needs to move beyond his/her expertise, that Technician will immediately contact the Technical Services Engineer or a Development Engineer.

Additional Support Links
A link from the notes.dtint.com site contains information on issues that have been reported to the Customer Service Center that have not been resolved, and those that have been resolved in the last 90 days.

Issue information includes:

  • Issue description
  • Date reported
  • Status
  • Technician assigned to the issue
  • Resolution description if the issue has been resolved

The DTI Users Group members are experienced software users and are a good resource for ideas, solutions to workflow issues, research and helpful tips.