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 continually look after the systems, often preventing problems before they cause damage to the business.  
PineApp Support Center’s aim is 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’s goal is to develop successful relationships with our partners that will lower costly downtime and provide a means of growth to their customer’s businesses by making sure their PineApp security solution is available when needed.

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 clients, our client’s businesses, and our client’s technology.

PineApp’s Support Center offers:

+  Online support 7 days a week 24 hours a day.

+  Remote Maintenance: Fixes, Patches & Updates to Client 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 insure that it is reliable, secure and able to meet 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 shall do its best effort to minimize any down time at the customer’s site.

According the above level PineApp will respond and deal with the problem as soon as possible and in accordance to the time table below: