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FAQ's Why do you assign a "team" of engineers and how many engineers will be supporting our account? View How does a contract with designDATA work? View How do I place a service call for support? View How quickly will you respond to my service call? View Do I have to move my equipment to the designDATA data center? View Do you provide service outside the Washington, DC metro area? View Can I access designDATA financial statements? View
Why do you assign a "team" of engineers and how many engineers will be supporting our account?
designDATA believes in a team approach to supporting your network. It is important that we have more than one engineer available and acclimated to your specific setup and requirements. In addition, with the varying operating systems and technologies we find in the field, even the most experienced engineer cannot support everything. designDATA is known in the industry for its breadth of skill-sets in varying technologies. On the other hand, designDATA is sensitive to the “revolving door” syndrome that too many of our customers experienced before contracting with designDATA. A dedicated team of engineers seems to be the equilibrium. back to top How does a contract with designDATA work?
The majority of our customers choose to sign a Managed IT Support contract. The contract is a one-year commitment. Pricing is determined by the complexity of your network, the number of staff, and other variables. Please ask your designDATA Account Executive more about contract options. back to top How do I place a service call for support?
In addition to regularly scheduled services calls, customers can schedule service or place an emergency service call utilizing one of the following services. - For emergency service calls, please call the dedicated support line at (240) 599-1555.
- For non-emergency calls, you may email the helpdesk, support@designDATA.com or request service on our helpdesk website. If you need access to the helpdesk portal, please call the dedicated support line to obtain your username and password. Service calls placed on our helpdesk website may be issues added to your next regularly scheduled visit, or you can request a new service call so that we respond earlier.
back to top How quickly will you respond to my service call?
For our contract customers, designDATA is available for end-user support services from 7am to 7pm Eastern time. There is typically no wait time at all to access the helpdesk. designDATA will monitor your systems 24x7, and will alert your dedicated account team in the event of a critical network issue. designDATA responds to all critical network support issues 24x7 for contract clients. back to top Do I have to move my equipment to the designDATA data center?
No you do not. Many of our customers choose to house their server room equipment in there location. You may still utilize the data center for data backup, and in certain cases for disaster recovery. back to top Do you provide service outside the Washington, DC metro area?
designDATA will contract for customers requiring the vHost solution outside the Washington, DC area. designDATA also provides remote support to customers outside the Washington, DC and Baltimore, MD locations. Typically these are branch-office locations for our clients. back to top Can I access designDATA financial statements?
designDATA is a privately held corporation and does not typically provide financial statements. Potential customers are invited to visit our offices and meet our executive team in person. back to top |
