All our hardware and software support agreements are designed to meet your individual needs. Our service level options are in line with almost any requirement. Our hotline phone support is always 24 x 7 x 365 and comes with our Response Time Guarantee. Support options including term, time and materials, dispatch, and on-site contracts.
24 x 7 x 365 Phone Assistance
Over 95% of the calls to our support desk are resolved during the initial call. We guarantee our response time so there is no waiting for hours to get a call back and no phone tag.
On-site Backup Assistance
If we are unable to address a call remotely we will dispatch a technician directly to your site. Unlike our competition which provides phone support only, we include on-site assistance with every contract at no additional charge.
Immediate Access
If for any reason you need to escalate or expedite a call, we provide the direct contact information for each of your contacts in our escalation policy right up to the top. You can rest easy knowing that whether it is during normal business hours or off hours, we are always available to address all your support needs when they happen.
Anyone Can Call
There are no limits on who can call the support center with a problem. Our support engineers are trained to identify the caller and determine whether security might be compromised by addressing the call. If for any reason we have a question we will contact one of the primary support contacts before proceeding. We will always ask first before doing providing any information that could compromise your security.
PSS & CSS Support Options
We are able to accommodate the complete line of PSS and CSS support options. If your existing maintenance agreement includes these escalated support levels you will not have to reduce your coverage level.
In it for the Long Haul
At Pivital Solutions, we pride ourselves on the fact that we have built our reputation for superior service by earning it over the long haul. We are not new to the support and service business. We have spent over ten years in business by earning the respect of our customers by going the extra mile each and every time they have called on us. It is this commitment that built our organization and it’s the same commitment that will keep us here until the end.