Support Programs
PineApp Support Center
PineApp’s Support Center is the forefront of the company and reflects on the company’s image. As a vendor of solutions, we have the responsibility to provide the best possible support to our partners and their customers. The Support center is a complete Information Technology support center for all small to enterprise businesses. The Support Center use a unique proactive approach to IT support, not just react the customer’s information technology problems as they occur; but continuously look after the systems, often preventing problems before they cause damage to the business.
PineApp Support Center’s goal is also to provide companies complete IT support including regular maintenance, real-time system monitoring and call center, remote and on-site support.
PineApp’s Support Center offers:
- Online support 7 days a week 24 hours a day.
- Remote Maintenance: Fixes, Patches & Updates to customers units.
- Remote Monitoring: Alerts & Warnings – Power / Surge, security solution Log Errors, Disk Space, CPU and Memory Utilization, Network Traffic Utilization.
- Remote Resolution: Diagnosis, Repair and Troubleshooting of WAN/LAN & IT Issues using remote control technologies.
- Access to a diverse team of highly trained and specialized IT professionals.
Service Levels
PineApp’s Support Center commits to a Service Level Agreement (SLA) which identifies the agreed upon services that will be provided by PineApp’s Support Center in order to ensure that it is reliable, secure and meets the needs of the businesses we support.
Priority Level
Priorities are given according to the severity of the problem, and the effect it has on the operation of the customer’s business. PineApp will do its best effort to minimize any down time at the customer’s site.
| Priority Level | Appliance Status | Impact on Customer | Problem Description |
|---|---|---|---|
| Prioiry 1 - High | Down | Critical | No mail flow |
| Proority 2 - Medium | Up | Significant | Delay in mail flow |
| Prioriy 3 - Low | Up | Minor | Configuration related request |
According to the above level PineApp will respond and deal with the problem as soon as possible and in accordance with the time table below:
| Priority Level | acknowledgment | Response | Responsibility |
|---|---|---|---|
| Prioiry 1 - High | < 1 hour | < 1 hour | Customer Support Engineer & Technical Support Manager |
| Proority 2 - Medium | < 1 hour | < 4 hour | Customer Support Engineer |
| Prioriy 3 - Low | < 1 hour | < 12 hours | Customer Support Engineer |
PineApp Support Center Service
The PineApp Support Center service features a team of expert Help Desk Analysts and Engineers who become personally familiar with our customers, our their businesses, and technology.