Support

Performance Data is committed to providing superior support services. We deliver technical support to our customers through quick response time and timely problem resolution. In the event of a hardware, software, or network issue, our goal is to deliver full customer functionality as soon as possible. Critical issues are escalated to Performance Data engineers the day they are reported.

For customers with extended 24×7 support, Performance Data provides a pager service for critical problems outside of normal business hours. In these cases, a Level 1 Performance Data Help Desk technician responds to the customer, via phone, within 2 hours. The Level 1 support technician attempts to resolve or duplicate the issue at that time. Concurrently, a tracking number is assigned and the support technician works with the customer to verify the severity level of the problem. This tracking number is used to identify the issue throughout the lifecycle of the resolution.

If the problem cannot be determined, or a workaround cannot be identified, a Level 2 support analyst is engaged to attempt to duplicate the problem. During this stage of the process, our support staff will involve vendor partners if necessary. Any issues not resolved at this level are escalated to Performance Data’s engineering staff for review and corrective action.