POC Standard Helpdesk & SLA Levels 2&3:


Our Helpdesk is dedicated to assisting customers with their POC and test equipment needs. We offer prompt support via phone, email, or remote assistance for any technical queries or issues related to your equipment. Our team handles all inquiries professionally, providing solutions and guidance wherever possible.

  • Operating Hours: The Helpdesk is open during standard local business hours, from 8:00 AM to 5:00 PM. Our agents are equipped with fundamental product knowledge to create your case promptly upon contact. You will receive updates on your case status through email or phone.
  • Response Time: We strive to respond within 36 hours during regular working days. Resolution times may vary, as they are contingent on the complexity of the case. All cases are addressed on a first-in, first-out (FIFO) basis, with priority given to issues affecting safety, operational continuity, and those under warranty.
  • Charges: The POC Standard Helpdesk service is complimentary for customers with products under warranty. For specialized services such as on-site support, non-warranty assistance, on-site training, or advanced technical/engineering support, our service representatives will provide a custom fee-based quote. Please consult the attached document for further information.

    The POC Standard helpdesk is available at no cost to customers using POC or AIP under warranty. If additional services, such as on-site service, out-of-warranty Helpdesk support, onsite training, or technical/engineering application assistance, are required, these will be provided as fee-based services by one of our service representatives. For further details, please consult the referenced document.

    POC offers 2 fee-based levels of support:

    • Prime BASIC (SLA 1):
    • POC Standard Help Desk Support
      • Priority: Standard Within 36 Hours of issue received
      • Agent Knowledge: Basic understanding of POC & AIP equipment
      • Support Type: portal access at addtional coast
      • Response Time: Typically within 36 hours.
    • Prime PLUS (SLA 2):
    • Optional Service Level Agreement (SLA)
      • Priority: C Direct Line to Engineer with a maximum response time of four hours.
      • Agent Knowledge: Technical/engineering expertise in POC & AIP products
      • Access: 24/7 self-service portal
      • Case Management: Two-seat case management
      • Engineer Support: Up to 56 hours
    • Prime PREMIUM (SLA 3):
    • Optional Service Level Agreement (SLA)
      • Priority: Direct Line to Engineer with a maximum response time of four hours.
      • Agent Knowledge: Technical/engineering expertise in POC & AIP products
      • Access: 24/7 self-service portal plus monthly reports and reviews.
      • Case Management: Two-seat case management
      • Engineer Support: Up to 168 hours