Standard Support Overview

We offer one simple Standard Support package, designed to help our partners meet their service needs, nothing fancy, just simple, helpful support from our Service Desk team - and beyond.

Our Standard Support service is provided during our core Business Days & Hours.

Features Included

Documentation, Education & Self Help Materials

Product Documentation	User Guide style documentation that has been created for different user types - be you a dashboard user, chart designer or administrator, or maybe your a developer or artictect - we’ve got something for you.
Frequently Asked Support Questions	Gathering of common areas of the dashbaord that need Support staff to investigate most frequently. Centralised knowledge articles, FAQ’s and How To Guides around designated topics to help cater for support users needs.
Online Training Videos	Bite sized Training videos that can help you on common queries and topics that sometimes you might find yourself needing a recap on. Helpful to guide a new starter too, as a suppliment to formal training courses
Community Access	A space where you can ask questions and collaborate with other dashboard users - connecting with other partners to issues that perhaps they have come across and learn other ways to achieve desired outcomes to requirement you may share
Training Course	Take a look at our standard Training Course which run throughout the year

Service Desk

3rd Line Product Support	Support provided by our Service Desk team to help with your everyday more complex queries around the product
Raise Support Cases	How to raise a Support ticket with our Service Desk for an initial assessment
Defined Service Levels	Levels of Service that we provide around Software problem/bug resolution and response times to Platform issues with piSaaS
Raise Feature Requests	How to raise a Support ticket with our Service Desk for and enhancement/feature request to be logged and reviewed for future consideration by our product team
Acces To Service Management Tool	Ability to manage your Support Cases and Feature Requests using a portal into our Service Management tool.
Access To Software Download Repositories	Access to your preferred repository from which you like to download the latest versions of the dashboard product

We do not currently offer a Virtual Assistance service, or direct access to our Service Desk through online communication tools, such as MS Teams or Slack. Please use one of the contact method included in the Raise A Support Case section

Customer Success Management

Customer Success Manager

Alignment with a Costomer Success Manager/Exectucity to help you with your everyday Account Management needs, whilst working closely with you on your long term strategy to ensure we are maximising opportunities to assist you achieve your goals using the dashboard.