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Service FAQs

Q: What kinds of computers, devices and programs does Digity support?

A: Digity serves all kinds and brands of computers, devices, and programs. This includes:

  • Computers:  PCs and Macs (desktops and laptops)
  • Operating Systems:  Windows XP, Windows 7, Windows 8, Mac OS X and Linux
  • Email:  Microsoft Outlook, Mozilla Thunderbird, Apple Mail, and web clients
  • Internet Browsers:  Internet Explorer, Mozilla Firefox, and Google Chrome
  • Mobile Devices:  Smartphones (iPhone, Android, and Windows) and Tablets (iPad, Samsung, and Google)
  • Office Equipment:  Servers, Routers, Printers, and Scanners
  • Networks:  LAN and WAN
  • Software:  Quickbooks, Microsoft Office 365, Adobe Creative Suite, and others

Q: Where do I need to take my computer for service?

A: Digity offers remote-access support, which means you never have to take your computer in to a shop or wait for a technician to arrive. Once you are a member, we will place a HelpDesk icon on your computer. Whenever you have a problem, all you need to do is push the button and a Digity tech team member will connect directly to your computer through the Internet.

Q. What is “screen sharing” and how does it work?

A. When a Digity tech team member connects to your computer through HelpDesk, he will be able to see exactly what you see. He will also have access to your computer's functions, which means he will be able to fix the problem right in front of your eyes. Your tech team member will also stay in contact with you throughout the entire process through our HelpDesk chat screen.

Q. Is remote-access support safe?

A. Yes. Digity is committed to protecting your privacy and security. We use bank-level security measures in order to protect every single connection. We guarantee that all our access is 100% secure.

Q: How long does an average repair take?

A. We can usually resolve the most common problems within 15-45 minutes. However, the time may vary according to the type and severity of your problem. In the most severe cases, we may need to schedule a follow-up session. Digity is committed to solving every issue and question, which means we will stay with you no matter how long it takes.

Q: How much does it cost?

A. The cost of service depends on your membership level. Once we have identified the problem, we will consult with you on all of your potential solutions and their estimated costs. We only do what you approve and all of service rates are fixed which means they won't change no matter how long it takes us to solve the problem.

Q. Is your work guaranteed?

A. Yes, all of our work is 100% guaranteed. If the problem comes back, we are committed to getting it fixed at no additional cost to you. See our guarantee page for full details.

Membership FAQs

Why is it called “DNA”?

Our DNA makes us who we are, and everyone is different. Just like humans, no two businesses are alike. Each owner, partner, and employee holds a unique vision, mission, and work ethic. We all have our own personal and professional goals. Why, then, do other tech support companies assume all problems can be solved with the same script? Impersonal support calls end with Digity, where you're seen and treated as the individual you are. That's why we call our friendly, expert, personalized service “DNA.” 

Some of our staunch product experts will tell you it stands for “Data, Network, Access.” That is also true... but we like the first definition better. 

What counts as a “workstation”?

A workstation is one computer or device, typically a desktop or laptop computer. It can also be a mobile device, such as a tablet. A workstation is generally assigned to one user, but there are workstations that have many users (e.g. a computer being used as a time clock). 

Do I need more than one plan?

Membership plans are calculated based on the number of workstations or servers supported. Each business has its own needs and priorities. Some businesses only use one computer, while other businesses have several computers connected to a server or network. Perhaps there is a central workstation you'd like to support, or several! It truly depends on what level of support you desire. 

Can I add (or subtract) workstations in my plan down the road?

Of course! As your business evolves and grows, we understand your needs and priorities will change. You can speak with a Tech Advisor any time about the number of workstations and servers included in your Digity membership. 

What is the difference between DNA Select and DNA Unlimited?

Both service levels include preventative maintenance: Quarterly Tune-Ups, system monitoring, antivirus and data backup services. The main difference between the two is the level of proactive support. All plans come with instant access to our help desk, staffed by friendly technology experts. However, DNA Select treats each service call as a one-time fix with its own charge, while DNA Unlimited includes all service calls at no additional cost. 

Can I mix and match DNA Select and DNA Unlimited?

Absolutely! At Digity, we want to give our members the freedom to select the plans that work best for their business. For example, let's say you are comfortable solving most workstation problems on your own, but have little familiarity with servers and networks. You could choose DNA Select for your workstation and DNA Unlimited for your server. 

On the other hand, let's say you don't anticipate many problems with your server, but want unlimited technical support for your workstation. You could choose DNA Unlimited for your workstation and DNA Select for your server. The choice is completely up to you, and our Tech Advisors are happy to evaluate your business technology needs and provide a recommendation. 

Which plan offers me the best value?

This often depends on the level of technical support your business consumes. You might choose a DNA Unlimited plan and discover down the road that you don't utilize help desk support as much as you thought. The opposite can also be true—if you find yourself paying for a lot of one-time fixes, it might be time to upgrade!

 If you're unsure which plan would be best for your business, give Digity a call and speak with one of our certified Tech Advisors. We've worked with thousands of unique businesses and can figure out a solution that's tailor-made for you. 

How much will my membership cost?

Several factors go into your membership pricing, from the level of service to the number of workstations, devices, and servers included. Because these factors are so variable, we encourage you to call and speak with a Tech Advisor who can create a personalized membership for you. We're happy to provide a free, no-obligation quote so you can evaluate whether Digity is right for you. 

  • We take care of your technology, so you can grow your business.

  • Let us worry about your technology and free you to focus on your business.

  • We relieve the headaches caused by technology, so you can get back to what matters.

  • Data back-up, online security, and tech troubleshooting. We do it all.

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877-907-4022 | 2500 Executive Parkway #150. Lehi, UT 84043
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