PitchPoint is committed to getting the right people involved to solving our customer's needs as quickly as possible. This can range from one of our support experts, a PitchPoint support specialist, an integration or technology partner, or your pre-assigned Client Services Manager (CSM) as a customer's 24x7 primary point-of-contact for emergencies, high-priority requests, and proactive planning including customized support plans, incident management and for all escalations ensuring the appropriate resources are assigned to resolving customer issues in a timely manner.
PitchPoint offers its customers a choice of different support services based on
their implementation and unique requirements.
Tailor Your Customer Service Needs
- Direct telephone access 12 hours/day (7-7 EST), 5 days/week to PitchPoint Solutions' senior, support professionals for expedited troubleshooting of Helix application/solution issues. (Please note that we are open to offer an extended support arrangement, including weekends and holidays as requested by our clients.)
- Monthly reporting including Operations Reports to summarize customer support activities and assist customer in proactively planning improvements/enhancements.
- Access to a real-time Case Management application to monitor open service tickets and help track resolution and escalation issues.
- Critical situation process and, if required, emergency dispatch in parallel with troubleshooting for critical situations as necessary. A support resource or your CSM can be onsite if required to support/address the emergency.
- Ability for customers to determine their own severity level for incidents based on impact to their business, and customers receive support corresponding to designated levels.
- Proactive application administration where an assigned technical representative regularly monitors and reports on critical application elements based on a set of business, activity, and technical conditions designed to proactively identify and resolve issue.