The products we develop for our clients require ongoing support. This is especially important because of the complex nature of the systems we build and because they require constant availability. Therefore a clear support process is crucial.

Submit a case
Please log in to Case Tracker (http://dpanel.digital202.net) and submit a new case. Our team is immediately notified and your issue will be triaged appropriately. During regular business days we will respond within 4 hours, though usually within 1 hour. On weekends and during scheduled out of office times, we will respond within 24 hours, though usually well before. You will be automatically notified via e-mail when your case is updated.

Send an e-mail to support
Please e-mail support@digital202.com when Case Tracker is not available to your project or when e-mail is all you have access to. You may also send file attachments via e-mail. The response times above also apply here.

Give us a call
We ask that you notify us via the above methods first, but please don't hesitate to also be in touch by phone (646-536-7502). We always answer the phone during regular business hours (9-7PM) and we usually answer outside of business hours, too. If nobody is in the office, our phone forwards to the mobile phone of someone who is on call. If nobody answers, please leave a voice mail which is also forwarded to us via e-mail.

Scheduled out of office (OOF) time
Sometimes we announce scheduled out of office time. During this time, we will still be accessible and will still be handling support inquiries. Our distributed team will continue to work and will still adhere to schedules already defined. However, during scheduled out of office time, our response times may be longer and so we ask for your patience. We will respond within 24 hours, though usually well before. Remember, we have a geographically distributed and decentralized model which means our operations never truly cease. Please always follow the above procedures.