Digistor Customer Assurance Plan (DCAP)
Quickly and cost effectively resolve your support issues and faults. Minimise downtime.
Digistor Customer Assurance Plans (DCAPs) are designed to quickly and cost effectively resolve support incidents and problems to minimize downtime and get you back to what you do best.
You can feel confident in the level of expertise and experience the Digistor Services team. Our engineers maintain advanced accreditations to deliver a superior service.
We offer a variety of Customer Assurance Plans that can be tailored to suit your site-specific requirements.
Customer Assurance Plan Benefits
- Priority access to Digistor support engineers via email, phone, remote and on-site
Your DCAP entitles you to "Go to the Head of the Queue" including preferential scheduling for on-site visits and service requests.
- Flexible pool of hours included
Take control of your allocation of hours and use them how you see fit. If you run low, simply top up. It's as simple as that.
- Target initial response time within 2 hours
Our priority is to quickly respond to all DCAP support requests within 2 hours of receiving your request.
- Phone and email support
If you have a problem just pick up the phone or log an incident on-line. No need to arrange for purchase orders or credit card details.
- Remote Support via VPN
If something is not quite right, let us "remote in" and check what's going on. It's all part of the service.
- On-site support
If you have a problem that can't be resolved remotely and you require someone on-site then we'll be there. Our target response time for on-site is within 4 hours.
- Regular Scheduled On-site Health Checks
Your major hardware infrastructure will be thoroughly "health checked" every 6 months to keep your facility running smoothly, all day, every day.
- Extended Business Hours for all Supported Equipment
Digistor qualified technicians are available for DCAP customers from 8am until 8pm, 5 days a week. With a target response time of within 2 hours during business hours, help is never far away.
- Use of hours NOT confined to Supported Equipment List
Need something fixed that's not on your supported equipment list? Customers on Capped Contracts are free to use the DCAP quota for Proactive Services on any equipment - you decide. Proactive services can be scheduled Mon – Fri 9am to 5.30pm.
- Dedicated Digistor Account Manager
If you don't already have a dedicated account manager at Digistor then we'll make sure you get one. This gives you a single point of contact for all your enquiries – sales, service, accounts or other.
- Preferential pricing at Digistor Shop Online
As a DCAP customer, you'll get reduced pricing on a range of premium audiovisual, production, post-production, storage and digital media products. We'll let you know regular, exclusive DCAP specials.
Customer Assurance Plan Options
A number of options are available with your DCAP. Current options include:
- Quarterly on-site meetings
- Monthly conference calls
- Regular on-site check-ups or service calls