POC Standard Helpdesk & Service-Level 2 and Level 3 (SLA) Programs:
Helpdesk support is provided to help customers in using their POC and AIP test equipment. Our support service provides fast phone, email or remote support for any technical issue or questions relating to the usage of your test equipment. All questions are handled in a professional manner with answers and advice provided where possible.
The POC helpdesk is available during normal local working hours 8:00am to 5:00pm and is staffed by agents with basic product knowledge. Once you contact the helpdesk, your case will be created, and you will be informed via an email or a phone call of the status. The helpdesk has a targeted reaction time of within 36 hours. This only applies to a standard working day. There is no target solution time as this depends on the case at hand. Cases are handled on a (FIFO) first-in, first-out basis, and cases with a safety or a standstill issue will be prioritized as well as warranty cases.
POC Standard helpdesk is free of charge for customers using POC or AIP products under warranty. If specific services (e.g., on-site service, out of warranty Helpdesk, onsite training, technical/engineering application support, etc.) are necessary, these will be quoted accordingly as a fee-based service by one of our service representatives. For more information, please reference the document below.
POC offers 2 fee-based levels of support:
- Level 1: POC Standard Help Desk Support – Standard Priority with (Next Available Agent) Agent with basic knowledge of POC & AIP equipment standard no charge support – FIFO typically within 36-hour response.
- Level 2: Optional Service Level Agreement (SLA) Committed availability according to SLA with technical/engineering knowledge of POC & AIP products with access to 24/7 self-service portal. Two seat case management. Up to 56 Hours
- Level 3: Optional Service Level Agreement (SLA) Single or Committed point of contact with engineering / technical knowledge of POC & AIP products with full access to self-service portal. Two seat case management. Up to 168 Hours