In today’s fast-paced business environment, any downtime can significantly impact your organization. Technical issues, whether big or small, need to be resolved quickly to avoid disruptions to your operations. PCI’s Technical Support is designed to offer swift, professional, and reliable IT support, allowing your internal teams to focus on strategic growth rather than day-to-day tech challenges.
PCI Technical Support:
Streamline Your IT Support
PCI’s 24/7 service desk technical support delivers cost-effective, scalable IT support for businesses of all sizes. From password resets to complex network issues, we’ve got you covered.
The Importance of Efficient IT Support
Our Comprehensive Tech Support
At PCI, every service we deliver is backed by dependable, professional Technical Support. While not offered as a standalone service, Technical Support is included with all other PCI services and solutions, ensuring you receive the assistance you need to stay focused on your business.
Our Technical Support provides responsive, multi-channel assistance for technical issues, service requests, and general IT inquiries directly related to the services outlined in your agreement with PCI. From troubleshooting and diagnostics, to resolution and routine service fulfillment, our team works to keep your environment running smoothly.
What's Included in Technical Support
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Resolution of issues affecting in-scope systems, devices, and applications
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Fulfillment of standard service requests tied to contracted solutions
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Adherence to approved Client-provided Standard Operating Procedures (SOPs)
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Prioritized response based on issue severity and business impact
General End-User Support
PCI can provide general IT end-user support for your organization outside the scope of our services and solutions.
If your organization uses Microsoft 365, our Workplace+ solution includes end-user IT support.
For organizations that don’t use M365, our Endpoint+ service will cover IT support for end users.
How It Works
Clients can reach our support team via the PCI Client Portal, email, or our designated support phone line. All interactions are logged, tracked, and triaged according to defined protocols, ensuring clear communication and timely response.
Ongoing Insight
To support continuous improvement, PCI delivers quarterly Technical Support reports highlighting ticket trends, response and resolution performance, user satisfaction metrics, and any recommended process enhancements.
24/7 After-Hours Support
With PCI’s 24/7 support services, you can rest easy knowing that any IT issues will be promptly addressed, even outside regular business hours. You’ll receive access to a dedicated support number, a web service portal, and an account manager who will oversee your service desk support.
Service Level Agreements (SLAs) You Can Count On
PCI is committed to delivering consistent and high-quality support, backed by well-defined SLAs that outline response times, resolution targets, and performance metrics.
Our SLA Priorities:
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- Critical: 0.5-hour response time, 4-hour resolution (24/7)
- High: 4-hour response time, 8-hour resolution (Business Hours)
- Medium: 6-hour response time, 16-hour resolution (Business Hours)
- Low: 8-hour response time, 24-hour resolution (Business Hours)
The Benefits of Outsourcing Your Service Desk Technical Support to PCI
Cost Savings:
Outsourcing your service desk to PCI eliminates the need for hiring, training, and managing an internal IT team. You’ll save on overhead costs while gaining access to top-tier IT talent and technology.
Focus on Strategic Initiatives:
By entrusting PCI with your day-to-day IT support, your internal team can focus on innovation, growth, and core business initiatives instead of getting bogged down with technical issues.
Access to Industry Best Practices:
PCI brings best practices from supporting various industries and organizations. We optimize your service desk operations, implement standardized processes, and provide continuous improvement recommendations.
Let PCI’s Service Desk handle your IT challenges.
With 24/7 support, scalable solutions, and a team of experienced professionals, we’ll keep your technology running smoothly.