Service and Support

PineApp’s Global Support Center is the pride of our company. We are committed to excellence and to providing the best possible support to our partners and their customers.

Support Programs

Our Support Center is committed to a proactive approach to IT support, PineApp Support Center’s goal is to ensure customer success through regular maintenance, real-time system monitoring and call center, remote and on-site support.

PineApp Support Center Service

The PineApp Support Center features a team of expert Help Desk Analysts and Engineers who become personally familiar with our customers, their businesses and technology.

 PineApp’s Support Center offers:

  • Online support 7 days a week 24 hours a day. 
  • Remote MaintenanceFixes, Patches & Updates to customers units. 
  • Remote MonitoringAlerts & Warnings – Power / Surge, security solution Log Errors, Disk Space, CPU and Memory Utilization, Network Traffic Utilization. 
  • Remote ResolutionDiagnosis, 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 LevelAppliance StatusImpact on CustomerProblem Description
Priority 1 - High Down Critical No mail flow
Priority 2 - Medium Up Significant Delay in mail flow
Priority 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 LevelacknowledgmentResponseResponsibility
 Priority 1 - High < 1 hour < 1 hour Customer Support Engineer & Technical Support Manager 
 Priority 2 - Medium < 1 hour < 4 hour Customer Support Engineer
 Priority 3 - Low < 1 hour < 12 hours Customer Support Engineer 

 

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