Support

Presagis Customer Support helps you harness the full power of your Presagis products.


At Presagis, we believe Customer Support is about more than resolving issues.  It is about working as an advocate to get you the answers you need. 

Our commitment to your success begins with skilled and experienced personnel who are trained to work with you to align your specific project requirements with the capabilities of your Presagis products. 

Presagis Customer Support can leverage the company’s software development and product management teams to ensure that every possible solution to your issue is explored and made available to you.   Our effective case management strategy and industry-leading Customer Portal allow you to leverage best practices and to maximize the capabilities of your investment in Presagis software solutions.

At Presagis Customer Support, our mission is your success.


Support

Features


The Presagis Customer Support Team takes a proactive approach to understanding your requirements so that we can deliver superior support and to provide the help you need to best leverage our products and their features in your environment.   As a user of customer support you benefit from:

Skilled Personnel

Our Technical Support Specialists have product-specific knowledge in a variety of environments for duplicating and investigating customer issues.  Our specialists have been part of the Presagis team for an average of 3 years and receive continuous training.   By providing both telephone and e-mail assistance to our customers, our team quickly and actively supports any technical issues relating to our products and can assist customers using multiple Presagis products together.

Comprehensive Support

Presagis Customer Support replies to customer requests within 1 business day, and over half of the customer issues handled are resolved in 5 business days.  Within the first 24 hours, a Technical Support Specialist will contact you to follow-up and to inform you that your case is being investigated. 

Effective Case Management

Presagis Customer Support follows clearly defined guidelines for escalation so that no case is left unresolved.  To ensure that all cases are properly managed, Customer Support determines prioritization together with the customer, monitors the progress on all technical issues, and provides customers with timely reports on the progress of their cases. 

Industry-leading Customer Portal

The Presagis Customer Portal enables customers to access support resources on their schedule.  Using the Portal, you can at any time open new support cases, check the status of your open cases, review previous case details, and see updates on current issues. The Portal has an upload area for troubleshooting attachments and an area for downloading everything from support attachments to information on the latest product releases.  You can also access our continually expanding product knowledge base that contains over 500 entries.

Customer Advocacy

Working internally on your behalf, Customer Support also promotes customers’ interests inside Presagis.  By representing your concerns to the internal teams at Presagis, our Customer Support team ensures that everyone is focused on customer success. With full access to company expertise, including Product Development and Technical Services, our Support team helps you to capitalize on your investment in Presagis products by providing the support you need. 

Personalized Support

Our goal at Presagis Customer Support is to help you with technical issues on current projects and to work to address your future needs.  By focusing on getting to know the individuals at our customers’ sites, we find ways to resolve your technical issues in order to keep you productive and your projects running smoothly.




Support

FAQ


Please select from the questions below:

When I purchase Maintenance, what does that include?

What are your hours of operation?

How fast should I expect an answer to my question?

How will I know that you have received my issue when I send an email to Customer Support?

Does Maintenance include on-site support?

What information can customers get when they contact Customer Support staff?

How are technical support issues escalated?

Will Technical Support fix my defects?

Who can customers contact with their concerns about Customer Support?

Who do customers contact for questions about licenses, product registration, or maintenance?

 If a customer would like a more systematic approach to learning about a software product,  what training options are available?


 

When I purchase Maintenance, what does that include?

Maintenance on a Presagis product includes Customer Support and Product Upgrades & Updates:

  • Customer Support includes telephone/email access to our staff of Technical Support Specialists, as well as access to the Presagis Customer Portal where you have 24/7 visibility into your cases, maintenance status, the Presagis Knowledge Base and more.
  • Product Upgrades and Updates include access to most recent releases of software including physical shipments and/or access to the Download Area of the Customer Portal.

What are your hours of operation?

 

North & South America

All products except Creator support: 9:00AM - 5:00PM EST
Creator support:  8:00AM - 4:00PM PST

Europe

All products except Creator support: 9:00AM - 5:00PM EST
Creator support:  8:00AM - 4:00PM PST

For all other countries

To ensure support coverage during the working hours of our customers outside of North America, first line support is led by our local, certified partners.

 

 

 

 

 

 

How fast should I expect an answer to my question?

The Customer Support team’s goal is to respond to each submitted case within 24 hours.  Our Technical Support Specialist will reach out to you to introduce themselves, ask any follow-up questions they may have, and let you know that your case is being investigated. 

If the case isn’t resolved in the first 24 hours,  the Technical Support Specialist will continue to follow up with you on a regular basis to keep you up to date on the status of your case.   In situations in which the Technical Support Specialist is waiting on feedback about your case from another Presagis colleague or team, the Technical Support Specialist will communicate the likely turnaround time for responses and will keep you informed of any changes in status.

How will I know that you have received my issue when I send an email to Customer Support?

When a customer opens a case, you will receive an automated response and case acknowledgement within minutes.  If you do not receive an email acknowledging your new case, we recommend contacting us via telephone to confirm that we have received it and that it is being processed.  In this day of spam and virus filters, valid email can occasionally be blocked, and we would hate for a customer’s issue to languish unresolved because it is trapped in a spam filter.

Does Maintenance include on-site support?

Presagis maintenance does not include onsite support.  The Presagis Technical Services team is available to provide On-Site Expertise and Project-Specific Training and Consulting when support does not address their specific needs.  In these cases, the Technical Support Specialist you are working will will put you in touch with your Account Manager  so that you can discuss any consulting and services you may require.

What information can customers get when they contact Customer Support staff?

The mission of Presagis Customer Support is to provide remote technical assistance during product installation, to assist with inquiries on product usage, and to coordinate defect reporting on a current product version.  In the event of a software defect, the Customer Support team provides all available workaround solutions until a software patch is available.

How are technical support issues escalated?

The most efficient way to escalate a specific support case is to request escalation directly from the Technical Support Specialist with whom you are working. Presagis has a well-defined process, and the Support Specialist will involve the appropriate resources for resolution, including the Customer Support Manager, the Director of Product Development, your Sales Manager, or Product Management, to ensure that your unique situation is addressed and that the issue resolved.

Will Technical Support fix my defects?

While Customer Support doesn’t actually fix defects in the product, we do spend a lot of time with Product Development championing our customers’ point of view and needs.  Our goal in Presagis Support, Development and Product Management is to focus on fixing of defects that are affecting our customers so that our product updates and new releases address our users' needs, and address any issues they may be having, as quickly as possible.

Who can customers contact with their concerns about Customer Support?

Presagis is committed to providing best-in-class support services to its customers.  To accomplish this, we have open lines of communication so that you can raise your concerns with us directly at any time.For general questions and comments about Product Support, you can reach the Manager of Customer Support, Craig Chin.

Who do customers contact for questions about licenses, product registration, or maintenance?

If a customer would like a more systematic approach to learning about a software product,  what training options are available?

Presagis offers comprehensive training on all of its products to ensure that you can get the most out of our software.  Introductory and advanced courses are available at Presagis training facilities, or you can request customized courses that will be held on-site at your facility by a Presagis instructor. Please visit the Training section of our web site  to find out more about the product courses we offer and about sessions that are immediately available to you.




Support

Contact Support


Presagis Customer Support has offices that cover business time zones for the Americas and Europe. For other regions, our distributors are available in local time zones to address customer issues or to help you coordinate with the nearest support office.


Touching Base with Support


The Customer Support team can be reached by telephone or email. Once emails are received, they are immediately routed to the appropriate geographical team so that your request will receive immediate attention.

To contact support, or for a list of all support telephone numbers and email addresses, click here.

 

Our Hours of Operation

 

The Americas

All products: 9:00AM - 7:00PM EST

Europe

All products: 9:00AM - 11:00PM GMT+1

For all other countries

To ensure support coverage during the working hours of our customers outside of North America, France, Germany, and the United Kingdom, first line support is led by our local, certified partners.