Questions & Answers

What level of support do we provide?
Prime ONE Contracting offers three levels of service:
  • Level 1:Managed by representatives with a fundamental comprehension of POC and AIP technology.Frequently Asked Questions with a response time of 36 hours.
  • Level 2:Our team is committed to delivering exceptional service in line with our service level agreement. We possess extensive knowledge of Prime ONE Contracting & AIP products and possess the essential technical expertise required. In addition, we provide 24/7 access to our self-service portal for easy case
  • Level 3: Exclusive access to a round-the-clock portal, substantial engineering and technical expertise of Prime ONE Contracting and AIP products, and a dedicated point of contact. Take advantage of an amazing 168 hours of included help.
How can we become a part of the support program offered by Prime One Contracting?
Take a look at our Program Details page Program Details page to review the details of our support programs. If you're interested in what you find, we invite you to get in touch with us to talk about program choices and pricing. One of our support staff will reach out to you by email or phone to initiate the process. Following a quick evaluation, we will provide a contract for your consideration and official endorsement. After the agreement is finalized, we'll immediately begin with a program briefing and provide consultative support.

What types of program resources do you offer?
We offer a range of resources for our esteemed customers, which include:
  • Gaining access to new markets
  • Enjoy exclusive savings
  • Access to high-quality resources and materials
  • Diagnosing issues remotely
  • Access to a vast array of online training resources
  • Discounts are available for classroom training and conferences.
  • Explore our assortment of our knowledge base articles.

What kinds of training options are available?
To access a comprehensive list of our classroom training sessions, kindly reach out to a member of our esteemed support program staff. They will provide you with all the details regarding the courses we offer. Explore our Portal home page for a selection of upcoming webinars and online training sessions.


Is a particular agreement required?
  • Prime ONE Contracting (Basic SLA 1)- Our Helpdesk is at your service, catering to all Prime ONE Contracting & AIP customers for any basic inquiries. (We do not provide technical support Service Level Agreement 1)
  • An Entitlement Contract would be established between our companies for SLA 2 and SLA 3. This would include all of the information you discovered on our Program Details page.

How can I get in touch with the support team?
  • Should you require any assistance, please don't hesitate to contact Prime ONE Contracting (Basic SLA 1 support). You can reach us through our helpdesk email at Helpdesk@poc-aip.com, or by calling us at1-616-327-2534. We are committed to addressing your inquiries within 36 hours.
  • Prime ONE Contracting offers support for our SLA Levels 2 & 3, providing a dedicated engineer or technician with extensive knowledge in POC & AIP equipment and an understanding of the customer's processes and contacts. An exclusive response is guaranteed with a service level agreement monitor. Membership in an SLA grants you direct access to contract information.
How accessible is the support?
  • Our POC-Help-desk offers Basic SLA 1¬†support from Monday to Friday, during the regular working hours in the Eastern Time zone. Operating hours are from 8:00AM to 5:00PM.
  • Prime ONE Contracting offers SLA Levels 2 & 3, ensuring guaranteed availability according to the service level agreement, typically from Monday to Friday, 8:00 AM to 5:00 PM. The SLA includes 24/7 portal access for convenience, along with supplementary support after hours.
What is the cost of an SLA Agreement with Prime ONE Contracting?
  • Our clients are automatically entitled to the SLA 1 Prime Basic agreement at no additional cost. Should you have any questions about services before receiving a quote, please contact our Basic SLA 1 support
  • We are ready to assist you in obtaining a quote and determining the most suitable tier for your business needs, whether that be the SLA 2 Prime Plus Agreement or the SLA 3 Prime Premium Agreement. Do not hesitate to Call for a Quote or email our Service Department for further assistance.