P1 Support Desk

REALISE THE VALUE OF SUPPORT

 

Support is more than just keeping you up and running. It’s about optimizing performance and productivity, helping you control costs and risk. This is support engineered to accelerate and sustain your advantage.

Our support engineers work diligently to resolve system failures. We are your first line of support and we liaise with PTC, on your behalf and when necessary, to get cases resolved. We have an automated ticketing system to ensure your cases are logged, assigned and attended to quickly and effectively.

Procedure for logging an email support call

Step 1

Email a detailed description of your problem to support@prodone.com

Step 2

Receive your case number. An assigned support engineer will contact you within 2 hours.

Step 3

Should you wish to follow up telephonically, please call 012 673 9300.

Realise the Value of Maintenance.

Need Remote Assistance?

Remote Support Software

In the interest of resolving cases as quickly and fully as possible, we have implemented remote support software. Once authorised by the customer, this software enables the SE to see exactly what is happening on the customer’s PC and if necessary, take control of and drive the PC to resolve the issue. This saves a huge amount of time that would have been spent explaining the problem and emailing data and pictures.

For more information on this software, including security information please see www.teamviewer.com or speak to one of our support engineers.

Note: productONE currently uses TeamViewer 15.

if you have any compliments, complaints or comments about the quality of our support, please contact Michele Williscroft, our Delivery Business Unit Manager.

Tel: 012 673 9300

email:  MWilliscroft@Prodone.com