Support Procedures

How do I get support during normal business hours? (Monday-Friday 8am-5pm)

For general service requests, please email us at support@design-one.com or call 240.403.2010.

Urgent service requests should be communicated via phone.

How do I get support outside of normal business hours?

After-hours emergency support is available from Monday-Friday 5:00pm to 10:00pm, and Saturday and Sunday from 9:00am to 10:00pm. All after-hours issues are handled via phone at 240.778.6175.

Do not call the main number or send an email for emergency support requests.

When you call the emergency number, it will be forwarded to the engineer on-call. The typical response time is one hour but will not exceed three hours.

After-hours emergency rates will apply. When possible, advanced scheduling of resources is recommended, in order to accommodate your request. The fee for after-hours covered service is a flat $75. Service beyond the scope your contract is billed at 1.5 times your regular hourly rate.

How do I schedule after-hours support for projects and special requests?

For projects and special requests, please email us at support@design-one.com.

PLEASE NOTE: The after-hours emergency support line is intended for emergency situations only. If the issue or question can wait until normal business hours, send an email to support@design-one.com and we will respond to it as soon as possible.

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