Updated August 21, 2024
DVI’s office hours are 7:00 a.m. to 6:00 p.m. Pacific Time, Monday through Friday. DVI is closed to observe the federal holidays of New Year’s Day, Independence Day, Memorial Day, Labor Day, Thanksgiving Day (and Friday), and Christmas Day.
Designated DVI personnel are on call outside of DVI’s office hours (between the hours of 5:00 a.m. to 8:00 a.m. and 5:00 p.m. to 10:00 p.m. Pacific Time and over the weekends and holidays) to provide emergency services for customers and periodically monitor messages sent to DVI’s help email (help@thedvi.com) and voicemail (1-503-231-6606) during such time.
Priority for support is determined as follows:
1. Priority 1 – there is a system stoppage affecting a critical Lab function. Priority 1 issues will receive immediate attention during DVI’s office hours and, during DVI’s on-call hours, will generally receive a response within two hours.
2. Priority 2 – there is a system issue affecting a noncritical Lab function. Priority 2 issues will receive a prompt response during DVI’s office hours, generally within two hours.
3. Priority 3 – general support questions. Priority 3 issues will receive a response during DVI’s office hours.
DVI may revise this Services Schedule in its discretion. Any updates to this Services Schedule will be posted on DVI’s customer resource site available through thedvi.com