What types of support programs are available?
POC offers 3 levels of service:
POC offers 3 levels of service:
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Level 1: Alternating POC Hotline Support-(Agent with basic knowledge of POC & AIP equipment)-Basic Operational Questions with 36-hour response.
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Level 2: Committed availability according to SLA with technical/engineering knowledge of POC & AIP products with basic access to case management 24/7 self-service portal. Up to 56-hours of support
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Level 3: Committed or Single point of contact with engineering/technical knowledge of POC & AIP products with premium access to 24/7 portal. Up to 168-hours of support.
How do we become a subscriber?
Look at the program details to review the details of our support programs. If you like what you discover, we encourage you to contact us to discuss program options and price.
One of our support staff will respond by email or phone to get the ball rolling. After a brief assessment, we’ll supply an agreement for your review and corporate signature.
Once the agreement is complete, we’ll jump right in with a program briefing and consultative support.
What kinds of program resources do you provide?Look at the program details to review the details of our support programs. If you like what you discover, we encourage you to contact us to discuss program options and price.
One of our support staff will respond by email or phone to get the ball rolling. After a brief assessment, we’ll supply an agreement for your review and corporate signature.
Once the agreement is complete, we’ll jump right in with a program briefing and consultative support.
We provide several resources for customers, including:
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Access to new markets
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Receive discounts
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Access to resources and materials
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Remote diagnosis of problems
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Access to unlimited online training resources
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Program discount to classroom training and conferences
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Access to our knowledge-based articles
For a full list of the classroom training sessions we offer, please consult a member of the support program staff for a full listing of offered courses.
Visit our Portal home page for upcoming webinars and online training.
Is a specific agreement needed?
- POC Basic Level 1 - No-The Helpdesk is available for all POC & AIP customers for basic questions. (NO technical support)
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POC Contract (SLA) Level 2 & 3 (Yes)
- POC Basic Level 1 support can be reached via helpdesk email helpdesk@poc-aip.com or phone 1-616-327-2534 with 36-hour response.
- POC Contract (SLA) Level 2 & 3 - Dedicated POC Engineer or Technician with detailed in-depth knowledge of POC & AIP equipment and customers processes and contacts. Custom response with an SLA monitor.
- POC-Help-desk Basic and Level 1- Monday-Friday during daily local working hours (Eastern Time) 8:00AM – 5:00PM
- POC Contract (SLA) Level 2 & 3 - Committed availability according to a (SLA) typically Monday-Friday 8:00am-5:00pm. Service Level Agreement with 24/7/365 portal access.
- Basic Help desk Level 1 (free)- Examples are Reference to POC & AIP Manuals (PDF), Information on currently available software version and prints.
- POC Contract (SLA) Level 2 & 3 - All Topics related to the products defined in the POC (SLA) contract.
- Basic Help Desk Level 1(free) help desk email helpdesk@poc-aip.com or phone 1-616-327-2534
- POC Contract (SLA) Level 2 & 3 - help desk email helpdesk@poc-aip.com phone 1-616-327-2534 or POC support portal with self-service case support. Dedicated POC Engineer or Technician with detailed in-depth knowledge of POC & AIP equipment and customers processes and direct contacts. Custom response with an SLA monitor.
- Basic Help desk (free)
- POC-Help-desk Level 1 non-contract (contact Tiffanie Ryder at tiffanie.ryder@poc-aip.com)
- POC Contract (SLA) Level 2 & 3 (contact Shannon Emmerson at shannon.emmerson@poc-aip.com for a quote)