01
Technical Support
- Phone
- +880 1730-317750
- Hours
- Sun–Thu · 9:00 AM – 6:00 PM (BST)
- Phone, email, and ticket-based troubleshooting
- On-site field engineers across all 64 districts
- Manufacturer escalation when needed
🧰 After-Sales Support · Warranty · Service
Technical Support & Service
DEL provides comprehensive after-sales support for every product and solution we supply. Our technical team covers all 64 districts of Bangladesh — with structured escalation, defined SLAs, and AMC contracts for mission-critical environments.
64
districts with on-site coverage
24/7
emergency support line
5
escalation levels
2–4 h
Dhaka on-site response
📞 +880 1730-317750✉ info@digitalequipment.com.bd🚨 +880 1730-354850 (24/7 Emergency)🕘 Sun–Thu · 9:00 AM – 6:00 PM (BST)
Three ways DEL supports you
Choose the channel that fits your need — phone for fast triage, ticket for full tracking, warranty desk for claim management.
02
Warranty Information
- Phone
- +880 1730-317750
- Hours
- Sun–Thu · 9:00 AM – 6:00 PM (BST)
- Manufacturer warranty registration
- Warranty claim process & RMA
- Extended warranty & AMC contracts
03
Service Coverage
- Phone
- +880 1730-354850
- Hours
- 24/7 emergency line
- On-site support across all 64 districts
- Response time commitments per division
- AMC contracts with guaranteed SLAs
5-level escalation ladder
Every support ticket follows the same structured path — fast triage at L1, deep diagnostics at L2, on-site engineering at L3, vendor escalation at L4, and RMA/replacement at L5.
01 / 05
First-Line Support
- Responder
- Support desk technician
- Method
- Phone, email, or ticket
- Actions
- Log issue, gather information, attempt basic troubleshooting
- Timeframe
- Immediate acknowledgment
- Trigger
- Issue not resolved within 30 minutes
02 / 05
Remote Technical Support
- Responder
- Senior technical engineer
- Method
- Remote access, phone guidance
- Actions
- Deep diagnostics, configuration review, remote remediation
- Timeframe
- Within 2 hours of L1 escalation
- Trigger
- Issue not resolved within 2 hours
03 / 05
On-Site Field Engineer
- Responder
- Field service engineer
- Method
- On-site visit
- Actions
- Physical inspection, hardware replacement, on-site repair
- Timeframe
- Per SLA — 2 to 24 hours depending on location
- Trigger
- Hardware fault requiring manufacturer involvement
04 / 05
Manufacturer / Vendor Escalation
- Responder
- Vendor technical support team
- Method
- Vendor support portal, direct engineer engagement
- Actions
- Advanced diagnostics, firmware patches, engineering review
- Timeframe
- 24 to 72 hours
- Trigger
- Defect requiring vendor RMA or engineering fix
05 / 05
Replacement / RMA
- Responder
- DEL logistics + vendor
- Method
- RMA process
- Actions
- Advanced replacement, depot repair, or credit
- Timeframe
- 3 to 10 business days
- Trigger
- Replacement received and verified
Quick answers
Three of the most common questions our service desk receives. The full searchable FAQ has many more.
FAQHow do I request support?Call +880 1730-317750, email info@digitalequipment.com.bd, or open a ticket via our Support Ticket form. Emergency after-hours line: +880 1730-354850.FAQWhat is your response time?Dhaka Metro: 2–4 hours · Division HQ: 4–8 hours · District level: 8–24 hours · Remote areas: 24–48 hours. AMC customers receive guaranteed SLAs.FAQDo you offer AMC contracts?Yes. Annual Maintenance Contracts include preventive maintenance visits, priority phone support, discounted parts, and a dedicated account manager.
Explore support topics
Escalation process, warranty terms, SLA documentation, FAQ, and ticket submission — each chapter of the DEL support experience.
🧰 Support hub
The DEL service desk is one call away
Phone, ticket, or on-site — engineers in all 64 districts, defined SLAs, and AMC contracts for mission-critical environments.