Support Options
The ProactiveNet customer service department provides support
for its products in several forms.
Standard Support:
Technical support professionals are available via e-mail or
phone. The customer support phone lines are available from
6 a.m. to 5 p.m. Pacific Time. Around-the-clock, web-based support
is also available, allowing customers to search our online
knowledge base at anytime and submit technical support questions
via email.
Mission Critical Support:
This service is designed for customers who operate and maintain
around-the-clock business-critical systems. In addition to
standard support services, customers have 24x7 phone support
for technical emergencies.
Two levels of support are available:
| Contract
Type |
Phone
Support |
Web
Support |
On-Site
Support |
| Standard |
6AM - 5PM
M-F Pacific Time |
Yes |
As Needed* or
Per Contract** |
| Mission Critical |
24/7 |
Yes |
As Needed* or
Per Contract** |
|
* As needed during the process of escalation and problem
resolution
** Includes on-site installation assistance, training, and
customization services
ProactiveNet Customer Support can be accessed toll free from within the continental United States on the following two lines:
1-866-PAN-DESK (1-866-726-3375)
1-877-NOC-DESK (1-877-662-3375)
International Customers can reach Support by dialing +1 708-237-6559
Response Times: The ProactiveNet customer service department
responds to phone inquiries within one hour and e-mail inquiries
within one business day, or sooner when possible.
|
