Always-Live Help Desk Support
P3Logic's Always-Live Help Desk service is a rapid-response technical support center that can be contaced via phone or email.
Phone Support
P3Logic provides clients access to phone support with a telephone number for submission of all critical requests for support and/or technical assistance.
CALL Toll Free - (877) 682-0080
An assigned on-call support technican will answer the call. Occasionally the on-call technican may be working in an area where cell phone reception is unavailable and you may need to leave a message.
When leaving a message, please include the following information:
- Your Name and Company Name
- Callback Number
- Brief Problem Description and Severity (See problem severity classification.)
Our automated messaging system will automatically alert the next available on-call technican and you will receive a callback within our contracted targeted response time. (See targeted response times.)
Email Support
P3Logic provides clients access to email support with an email address for submission of all non-critical requests for support and/or technical assistance.
When leaving an email, please include the following information:
- Company Name
- Brief Problem Description and Severity, or Question. (See Problem Severity Classifications.)
Our automated messaging system will automatically alert the helpdesk support team of your email and you will receive an email within your contracted targeted response time. (See Targeted Response Times.)
The following problem classification table definitions are used for classifying problem severity. Please refer to these severity classifications when reporting your problem.
| Severity Classification |
Description |
| Severity 1 - Critical |
An issue impacting more than one user. (Server, Email, etc.) |
| Severity 2 - Degraded |
An issue impacting a single user. (Printing, application, etc.) |
| Severity 3 - Minimal |
An issue that requires attention but can wait for an on-site visit or a remote technican. |
P3Logic Problem Escalation Procedure has been established to provide our Clients with the ability to notify management of services or operational problems which may occur during the problem resolution process. The table below identifies possible incidents and the escalation action to be taken during particular circumstances.
P3Logic Targeted response times vary depending on your contracted service support agreement. Service support agreements and targeted response times are shown below.
P3 Managed Care Targeted Response Times
P3 Logic Managed Care Targeted Standard Response Times |
Response Level |
Criteria |
Maximum Response Time |
During Business Hours |
After Business Hours |
Remote
Support |
On-Site Support |
Remote
Support |
On-Site Support |
Severity 1 Critical |
An issue impacting more than one user. (Server, Email etc.) |
1 hour |
4 hours |
2 hours |
4 hours (if required) |
Severity 2 Degraded |
An issue impacting a single user. (Printing, application etc.) |
2 hours |
Next Business Day |
4 hours |
Next Business Day |
Severity 3 Minimal |
An issue that requires attention but can wait for an on-site visit or a remote technician. |
Next Scheduled Visit |
Next Scheduled Visit |
Next Scheduled Visit |
Next Scheduled Visit |
|
P3 Support Assurance Targeted Response Times
P3 Logic Support Assurance Targeted Standard Response Times |
Response Level |
Criteria |
Maximum Response Time |
During Business Hours |
After Business Hours |
Remote
Support |
On-Site Support |
Remote
Support |
On-Site Support |
Severity 1 Critical |
An issue impacting more than one user. (Server, Email etc.) |
2 hours |
5 hours |
3 hours |
5 hours (if required) |
Severity 2 Degraded |
An issue impacting a single user. (Printing, application etc.) |
3 hours |
Next Business Day |
5 hours |
Next Business Day |
Severity 3 Minimal |
An issue that requires attention but can wait for an on-site visit or a remote technician. |
Next Scheduled Visit |
Next Scheduled Visit |
Next Scheduled Visit |
Next Scheduled Visit |
|
P3 Break/Fix Targeted Response Times
P3Logic offers no guaranteed targeted response times for Clients under a break fix contract.
P3 Logic Break/Fix Targeted Standard Response Times |
Response Level |
Criteria |
Maximum Response Time |
During Business Hours |
After Business Hours |
Remote
Support |
On-Site Support |
Remote
Support |
On-Site Support |
Severity 1 Critical |
An issue impacting more than one user. (Server, Email etc.) |
Next Available |
Next Available |
Next Available |
Next Available |
Severity 2 Degraded |
An issue impacting a single user. (Printing, application etc.) |
Next Available |
Next Available |
Next Available |
Next Available |
Severity 3 Minimal |
An issue that requires attention but can wait for an on-site visit or a remote technician. |
Next Available |
Next Available |
Next Available |
Next Available |
|
