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Support Service Overview
To enhance our support offering we are renewing our focus on both response and resolution times, as published in our support brochures. When you log a case with Pinnacle Support a priority is assigned based on the information you have provided. Our Service Level Agreement is comprised of our response and target resolution times. We'd like to share with you how we assign a priority to a case and how our target response and resolution times are measured.
Pinnacle Definition of Support
Delivered by an experienced team of after-sales service consultants in Pinnacle who provide support to solve software conflicts and usability problems. Pinnacle will supply updates and patches for bugs and known security vulnerabilities on the software based on the authors and third-party vendors (Independent Software Vendors).
- Investigate customer issues, including data problems caused by known issues and bugs.
- Provide technical support and a break/fix service.
- Advise on user functionality, assistance on a case-by-case basis.
- Work with the software author to recreate and investigate complex cases.
- Work closely with ISVs to progress cases for mutual customers.
- Provide workarounds where applicable.
- Provide access to expert support consultants for problem resolution.
- Diagnose software defects in application programs.
- Provide hot fixes when released by the author, where feasible.
Note: Pinnacle support does not include end user training, configuration and implementation. Professional Services provide customers with resources to use the application and features of their chosen business management software solution.
Our Priorities
Pinnacle Support endeavour to respond to cases based on their priority which can range from Critical (urgent attention required) to Low (general queries and advice). This is based on the impact the issue is having on your business and how many people are affected. As the case progresses it may be necessary to increase or reduce the priority as circumstances change.
Our SLA
Target Response Time*
The time from the case being logged until a Pinnacle Support consultant contacts you.
Target Resolution Time**
The time from when the case is logged until a solution is provided.
*The time is calculated based on our operational hours of 09:00 -17:30 Monday to Friday (excluding Bank Holidays). For example a call logged on Friday at 15:20 with a response on Monday at 09:15 has a response time of 2 hours 25 minutes.
**In the event that the resolution relies on a 3rd party Pinnacle Support will endeavour to supply a workaround where appropriate.
