Service-Level Agreement

DDC’s Technical Support Team is staffed from 8am – 6pm est. Monday – Friday. Below are estimated resolution times to some of our clients' most common inquiries.

We aim to address requests as soon as possible and often complete requests sooner than the official timeline -- as our workflow and allocation of resources allow; however, listed below is the official turnaround timeline that should be expected.

If your request needs to be completed sooner than the turnaround timeframe outlined below, please let us know as soon as possible and we will coordinate the escalation of the request and work to complete it in an expedited, timely fashion.

Same day turnaround

Technology

• System Down

• Website Down

• System/Website Error impeding business

User administration

• Password resets

2–4 day turnaround*

• Email Configuration and Launch

• Website Content Update

• General Triage and Troubleshooting related but not limited to:

  • PAC / Grassroots accessibility

  • Data Configuration

  • Website / Data Workflow Processes

  • Email or audience configuration help

3–6 day turnaround*

• New HTML Email Template Development

• Data Reports and Data Updates

After Hours Support:
For critical matters that impede business and require attention outside of regular business hours, please call our Technical Support phone line and leave a voicemail with an urgent priority at 1-888-332-2080. You can also send us an email for added visibility at TechSupport@ddcpublicaffairs.com.