• Why Pinnacle
• Your Support Explained
• Pinnacle portfolio of services
• Certifications & Accreditations

Your Support Explained

• Unlimited telephone and email support during standard business hours (9am - 5pm). All issues will be logged and responded to within the agreed service level, if an engineer is available the issue will be responded to immediately. This is an unlimited service built into the monthly management fee.
• In the event that an issue cannot be resolved via the helpdesk an engineer will remotely assist via a remote control session to the PC, Server or system that is at fault. This is an unlimited service built into the monthly management fee.
• Your personnel Account Manager monitors the feedback from both client and support, intervening to resolve issues when required. This regular point of contact for feedback and follow up enables us to manage interruptions and unforeseen events and to provide backup support when required. Our approach is to focus on potential problems and resolve them before they escalate. Each client will nominate a contact who will liaise with the Account Manager to ensure that areas of concern are addressed when required.
• In the event that an issue cannot be resolved via the helpdesk or remote support, then at your request we will send an engineer to site. Our on-site service and support will comply to agreed service levels, the standard service is 4 hour response. These are worst case response times, it would be very rare that an engineer is not on site well before this. This is on a per call out basis charged per hour. (9am to 5.30pm Monday to Friday, bank holidays excluded)
• An optional component that ensures that an engineer visits site at an agreed interval to perform vital service patches and health checks on all of your systems. We would recommend discussing this once we fully understand your systems and infrastructure.