01
Phone
+880 1730-317750
Sun–Thu · 9:00 AM – 6:00 PM (BST)
🛠️ Support · Technical
Technical Support
Self-service support resources, product documentation, troubleshooting guides, and full SLA documentation. Reach our team via phone, email, ticket, or 24/7 emergency line.
24/7
Emergency support line
64
Districts with on-site coverage
15 min
P1 critical phone response
3
Service levels
How to reach our team
Four ways to engage — use the one that best matches the urgency and the type of issue.
02
info@digitalequipment.com.bd
Reply within 1 business day
03
Ticket
Open via /support/ticket
Full tracking & SLA applies
04
Emergency
+880 1730-354850
24/7 critical-incident line
Support resources at a glance
Documentation, troubleshooting, and video tutorials — for the cases where you want to fix it yourself before contacting us.
From ticket to resolution
Every request follows the same tracked path — here is what happens after you reach out.
01 / 04
Open a Ticket
Via /support/ticket — full tracking, SLA applies
02 / 04
Acknowledged
P1 tickets acknowledged within 30 minutes
03 / 04
Remote Fix
VPN, remote desktop & phone-guided diagnostics
04 / 04
On-site & Resolve
Engineers in all 64 districts — 2–4 h in Dhaka
Coverage across all 64 districts
DEL provides on-site support in every division of Bangladesh — typical response times by division below; AMC customers receive guaranteed SLAs.
Dhaka
13districts
2–4 hours (metro)4–8 hours (district)
Chittagong
11districts
4–8 hours
Rajshahi
8districts
4–8 hours
Khulna
10districts
8–24 hours
Barisal
6districts
8–24 hours
Sylhet
4districts
4–8 hours
Rangpur
8districts
8–24 hours
Mymensingh
4districts
8–24 hours
8 divisions · 64 districts — engineers on-site everywhere, guaranteed SLAs for AMC customers
Three tiers of coverage
Choose the level that matches the criticality of the environment — Standard for general use, Premium for mission-critical infrastructure.
Standard
Next business day · Phone + email
General inquiries
Business
4–8 hours · Phone + on-site
Critical business systems
Premium
2–4 hours · 24/7 phone + on-site
Mission-critical infrastructure
Service level commitments
Our full SLA — response times by priority, resolution targets, geographic variations, AMC enhancements, and exclusions.
01 / 04
P1 — Critical
Complete system down, major business impact
- Phone Response
- 15 minutes
- Ticket Acknowledgment
- 30 minutes
- On-Site (Dhaka)
- 2–4 hours
02 / 04
P2 — High
Major functionality impaired
- Phone Response
- 30 minutes
- Ticket Acknowledgment
- 1 hour
- On-Site (Dhaka)
- 4–8 hours
03 / 04
P3 — Medium
Minor issue, workaround available
- Phone Response
- 2 hours
- Ticket Acknowledgment
- 4 hours
- On-Site (Dhaka)
- 8–24 hours
04 / 04
P4 — Low
General inquiry, question
- Phone Response
- 4 hours
- Ticket Acknowledgment
- 8 hours
- On-Site (Dhaka)
- Next business day
SLA Exclusions
- Issue is caused by customer negligence or unauthorised modification
- Required parts are on back-order from manufacturer
- Issue requires manufacturer engineering involvement
- Support request is outside contracted hours (for non-24/7 contracts)
- Force majeure events (natural disasters, strikes, etc.)
Resolution Targets
- 01
P1 — Critical
4–8 hours
- 02
P2 — High
8–24 hours
- 03
P3 — Medium
24–48 hours
- 04
P4 — Low
48–72 hours
Geographic SLA Variations
- 01
Dhaka Metropolitan
2–4 hours / 4–8 hours
- 02
Division Headquarters
4–8 hours / 8–16 hours
- 03
District Level
8–24 hours / 24–48 hours
- 04
Remote Areas
24–48 hours / 48–72 hours
Contracts and remote support
AMC customers get priority service with guaranteed response times. Remote support resolves many issues without an on-site visit.
🚨 24/7
Emergency?
Critical incidents are staffed around the clock — call the 24/7 line now.