Support Level Responsibility
Panintelligence provides Level-3 support to organisations that have purchased directly from Panintelligence.
Unless by prior agreement e.g. During Demos or Proof of Concept deliveries:
Customers are required to provide Level-1 and Level-2 support to their channel partner &/or End User in order to qualify all technical support requests prior to engaging Panintelligence Technical Support. Unqualified requests may be sent back to the customer for further evaluation.
Definitions of Support Levels
Level-1 Technical Support consists of basic End User questions that can usually be answered by referring to the product documentation, Panintelligence website, or Knowledge Base.
Example: A question such as “How do I reset my password?” can be answered by referencing the product documentation.
Level-2 Technical support (also known as application support) consists of supporting the architecture and configuration of the deployed software, alongside its internal parameters and data connections. Attempting to reproduce issues with a duplication of the Customer and/or End User environment is expected, including but not limited to collecting and investigating log files, qualifying the support request particulars and fixing configuration / installation / deployment errors.
Level 2 Technical Support is usually performed by the Customer that purchased products directly from Panintelligence when no solution could be found through Level-1 technical support. Level 2 Technical Support skills are usually gained by attending a Panintelligence Pi Academy course on-line or in person, or tailored courses can be provided.
Example Question: “My chart is showing incorrect values when I apply a filter to it, can you help fix it?”
Level-3 Technical Support is performed by Panintelligence Technical Support, after Level-1 and Level-2 technical support efforts are unable to resolve the support request.
Panintelligence Technical Support will act as the single point of contact to work with the Reseller/OEM and provide communications throughout the process. Communications to the End user should be coordinated through the Reseller / OEM.
Level-3 technical support may also include the creation of software fixes by the Panintelligence Development team as and when determined necessary by Panintelligence.
Support for Third-Party Products/Open Source Software
Third-party products are products not manufactured by Panintelligence.
Unfortunately, Panintelligence are not responsible for third party hardware or software, and therefore we are unable to provide support on such elements of a customer deployment.
Third party software or code is however included or bundled with some of our Panintelligence offerings.
In circumstances where in-depth technical skills to diagnose third tarty software problems is required. We will refer to those third party software vendors for technical support.
Accessing Panintelligence Support
Before contacting Panintelligence Technical Support, please make sure that all support requests have been qualified by your service desk and that all Level-1 and Level -2 investigation paths have been exhausted.
Unqualified requests may be returned for further evaluation.
You may contact the Panintelligence Support desk by submitting an incident via the web at https://panintelligencesupport.zendesk.com/hc/en-us using the Submit A Request option. This is accessible 24x7 or by placing a call during Panintelligence scheduled business hours.
Technical Support contact number: +44 (0)113 539 5777
Panintelligence Support encourages online entry of incidents and requests a method that enables our Support analysts to quickly begin analysing the issue and researching the resolution.
Online access can be requested through the Panintelligence support team. In addition to logging a new incident through the Support Portal, the Licensee can access other Support services and capabilities including:
Note: It is strongly recommended that any email or web-initiated technical support requests for urgent problems be followed up with a phone call to ensure the shortest possible response time.
Initiating a support request via email is possible for all Panintelligence modules.
Technical Support Email address: firstname.lastname@example.org
Note: When opening incidents via email, it will facilitate the processing of your incident if the subject line is in the following format:
Subject Line: OEM / Reseller and Customer Name – Product and Version – Brief Description of Problem
It is important that as much information as possible is included in the email to help our support team deal with your query as quickly as possible, therefore the following information is particularly useful to us;
When a Technical Support Case is closed, the Case Management system sends an email to the customer asking them to participate in a survey of their experience with Panintelligence Technical Support. Customer feedback, both positive and negative, is strongly encouraged and appreciated.
Enhancement Requests are additional product features suggested by customers to make the product easier to use or add new functionality. Enhancement Requests are tracked in the same Panintelligence issue tracking system as product defects and are implemented in a priority order.
If an enhancement request is urgent, then contact your Account Manager to discuss a possible CPO (Custom Product Opportunity), this service will be chargeable.
For any enhancement request, Panintelligence Technical Support may request the following information:
Technical Assistance / Consultancy Support
Requests for Technical Assistance / Consultancy support are requests that are not related to product defects or suggested enhancements but are requests regarding the installation, deployment/implementation or configuration of Panintelligence products.
These request types are not covered by Panintelligence Technical Support.
In such cases, Panintelligence Support will forward these requests to the appropriate internal group, for example, Operations, Sales, or most commonly, Panintelligence Consultancy Services.
Services will be on a separate fee basis.
Requests for Technical Assistance / Consultancy support include, but are not limited to:
Sales and Pre-Sales Assistance
If you are seeking assistance on Demo and Proof of Concept installations, pre-releases (alphas, betas, etc.), are interested in sample products, or have technical questions about product features and differences for making purchasing decisions, then please contact your Sales Account Manager.
Defect / Bug resolution
Bugs are problems that exist within a product that prevent the product from performing a function that the product documentation claims it can perform. If a suspected defect is confirmed by Technical Support, the Support Analyst will log the defect in the Panintelligence issue defect tracking system, “ZenDesk”.
A software change is generally necessary in order to resolve a bug. If the bug is confirmed by Panintelligence, new code is usually delivered as a tactical release if the customer is experiencing an emergency situation.
In some cases, Panintelligence may decide to address a bug in a future release of the product, particularly if the creation of a hotfix is not possible.
An SLA is a contract between parties that defines the services provided, the indicators associated with these services, acceptable and unacceptable service levels, and actions to be taken in specific circumstances.
This SLA uses Greenwich Mean Time (GMT) as standard.
Times expressed as a number of “Business Days” include the hours from 09:00 to 17:30 UK local time, Monday through Friday, excluding designated holidays.
Unless specifically mentioned otherwise, all durations specified are in Business days.
The basic objectives of an SLA are as follows:
|Priority||Initial Response||Tactical Fix||Full Fix|
|1||12 hours||24 hours||Next Available Release|
|2||24 hours||5 Business Days||Next Available Release|
|3||End of next Business Day||1 Month||2 Months|
|4||2 Business Days||4 months||4 months|
|5||2 Business Days||6 months||6 months|