Frequently Asked
Questions

Where do you provide services?

Digital Boardwalk currently services customers throughout the entire United States, including Alaska and Hawaii. We can provide on-site support as quickly as same business day in over 29,000 zip codes and a median travel distance of only 18 miles.

Do you provide a service contract with a Service Level Agreement (SLA)?

Absolutely! Our Terms of Service will be made available to you with our proposal and can be reviewed online at any time. Our terms include important information such as response time guarantees, technical requirements, service availability, and service descriptions for each solution we provide.

What is your typical response time?

We set a goal to respond to all service requests within 1 hour but currently average between 30-45 minutes. More importantly, we focus on resolution time. We currently average a 1-hour time to resolution on all service requests.

Will we have a primary support contact, or will we call into a general help desk?

Every customer is assigned to a “pod” that consists of 2 Technical Account Managers (Level 2 engineers) and 1 Senior Technical Account Manager (Level 3 engineer). All your requests will be assigned to one of these three pod members based on your request and their subject matter expertise. Together, they will become intimately familiar with your technology and business processes for a friendly and efficient support experience.

Additionally, every customer is assigned a dedicated virtual Chief Information Officer (vCIO) and is also actively supported by various other teams from Cybersecurity & Compliance to Change Management. You can learn more about all our dedicated teams here.

Do you outsource your help desk?

No! All of our teams are full-time employees of Digital Boardwalk, including our Service Operations team and even our Cybersecurity & Compliance team.

Do you provide a support portal where we can track our requests?

Yes! You can log in from your computer or smartphone, and you have access to view all your support tickets, projects, authorized users, invoicing, and more. You can learn more about our support portal here.

Do you offer 24/7 support?

Yes. We have a weekly rotating on-call team as well as a Technical Escalations Manager who oversees all after-hours emergencies and technical support. You can learn more about our 24/7 support here.

How do you protect unauthorized access to our systems through your privileges?

Digital Boardwalk has very strict cybersecurity and information governance controls in place that follow the NIST 800-171 framework and the principle of least privilege. Every platform has strict multi-factor authentication enforcement and is only accessible from company-registered devices within the United States. Digital Boardwalk also utilizes over a dozen layers of cybersecurity defenses from zero-trust application control to employee monitoring. Click here to learn more about our suite of cybersecurity solutions.

How much does it typically cost to get started?

Nothing! Although the typical onboarding takes roughly 100 hours to complete, we don’t charge anything to onboard our services.

How quickly can we get started?

We recommend you begin planning a transition no later than 60 days prior to any deadline or contract end dates. A typical onboarding takes between 4 to 6 weeks to complete on average.

What information will you need from our current provider?

Once we begin your onboarding project, we will provide you with a sample notice of termination you can send to your current provider. We will also send your current provider a Service Transition Planner with all the questions we need answered, required credentials, etc.

Learn More About IT & Cybersecurity

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