TDI provides customer service 24 hours a day, 7 days a week. The Customer Service Center is staffed with Customer Service Technicians from 7:00 AM to 7:00 PM Central Standard Time, Monday through Friday, and from 7:00 AM to 2:00 PM Saturdays, excluding TDI's recognized holidays. At all other times, TDI employs a paging service that answers customer calls, documents the issue, and then pages a TDI Customer Service Technician. Read More 
- Technical Support
Includes a support staff at TDI's facility for assistance with issues regarding proper system operation, including diagnostic analysis of system problems. Software updates, if appropriate, are included. - Automatic Email Ticket Notification
Whether you open a service ticket via the web or call it into TDI’s Customer Service Technician, an email is automatically generated to alert the ticket owner/creator that a new ticket has been created. Our case management database generates subsequent emails each time the status of the ticket changes until the case is closed.TDI can also CC a distribution email account. To implement this functionality, please contact a TDI Customer Service Technician and provide the distribution email account.
- Issue Escalation
When TDI is engaged for support, your service ticket is directed to a Customer Service Technician who can use remote diagnostics to connect to your system and diagnose the issue. If the Customer Service Technician is not able to provide issue resolution within a predetermined time limit, the service ticket is escalated to a System Support Engineer. If the System Support Engineer is unable to provide issue resolution within the predetermined time limit, the service ticket is escalated to TDI’s Sustaining Group, which consists of software developers. We’re dedicated to absolute customer satisfaction and comprehensive technical support.
