Level 1 Support Level 2 Support
Our responsive first-level support team interfaces with customers handling their queries and service requests.
The highly trained level 1 support team logs customer issues promptly and collects comprehensive information
from customers to diagnose problems. They strive to provide solutions within agreed SLAs and delighting customers.
If a complex problem requires further analysis, it is promptly transferred to the Level-2 support team with a
comprehensive report of all details.
Onsite Support with Parts Replacement
We provide on-site services and parts replacement 24*7 within 4 hours in specified locations.
The response time for a given location is dependent upon the DLS zone in which the product is installed.
We are committed to provide either Repair/Return or Advance Replacement service based on the customer’s choice.
A team of system experts called ‘The Technical Assistance Centre’ based at our Bangalore HQ is always ready and
fully equipped to handle problems escalated by Level 1 support teams. With in-depth knowledge of systems and hardware,
this expert team analyses reports by the Level 1 teams to diagnose and mitigate problems or recommend solutions.
If further support is needed to solve a vexed issue, product experts are called in.
Augmenting our regular telephone support is our use of DLS VPN to address customer problems. Remotely
logging into a customer's network, we further investigate problems and assist customers in providing quick resolution to outstanding
issues.
* Information in this document is subject to change without notice. Other products and companies referred to herein are trademarks or
registered trademarks of their respective companies or mark holders.