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We provides Maintenance & Service Support to all the Products we sell: We translate these advanced technologies into value for our customers through our professional solutions, services and consulting businesses Countrywide. We combine deep business expertise, powerful research capabilities, and innovative ways of thinking - together with business, and systems and application integration capabilities.

We also provide services and solutions designed specifically for small and medium businesses.
Together we could be a powerful combination for your business and we are committed to your success.

Why Us

Escalation Matrix

We, at Pioneer value our customers and their needs. Although we are continuously trying to make our product and services as the best, at times there are some incidents which need immediate attention.For those incidents we have established our own Services Management Centre at Delhi. Our in-house support centre caters to the urgent needs of our customers / partners by providing timely and accurate support. Our Technical Support Centre is comprised of well technical qualified personnel, where every call is monitored and evaluated on technical and quality assurance parameters.
Process Teams defined
  1. Evaluation Team: Every incident which is reported comes to this team, and they create a ticket for the customer (if not already created) and assign Priority for the same. Priority is based on certain parameters which are predefined and have been decided after taking various parameters into consideration. The maximum time-frame for them to work on the reported issue is 1 business day.
  2. Level 1 Team: These are more experienced engineers than Evaluation team and are more technically competent as well. If Evaluation team is not able to solve the reported incident, it is escalated to this team or, if the priority of a ticket is higher the ticket is escalated to this team. The maximum time-frame for them to work on the reported issue is 2 business days.
  3. Level 2 Team (Tech Leads): These engineers are the most experienced engineers in the team, and can easily diagnose complex problems. If L1 team is not able to solve a reported incident, it gets escalated to Tech Leads. The maximum time-frame for them to work on the reported issue is 2 business days.
  4. QA Team: This is the team who has designed the product. Developers and Quality assurance engineers work in this team. If a Tech Lead is not able to resolve a problem it is escalated to this team. They try to recreate the issue and find either a solution or a

Escalation Guidelines

We follow an approach where all the incidents are handled in the most proficient manner

  1. As soon as an incident is reported a ticket is generated and the customer / partner are informed about the ticket number.
  2. As per the incident reported, a Priority is assigned to each and every incident.
  3. Within 30 minutes (for premium support) first response is sent to the customer / partner.
  4. By default every incident is first being handled by the Evaluation Team.
  5. If Evaluation Team is not able to resolve the incident in 1 business day, the very next day ticket is escalated to Level 1 Team
  6. Incase it’s a Priority 2 or higher, it is directly escalated to Level 1 Team.
  7. If Level 1 Team is not able to resolve the incident in 2 business days, the ticket is escalated to Level 2 Team (Tech Lead).
  8. If Level 1 Team is not able to resolve the incident in 2 business days, the ticket is escalated to Level 2 Team (Tech Lead).
  9. If Level 2 Team is not able to resolve the incident in 2 business days, the ticket is escalated to QA Team.
  10. QA team works on the issue and either gives a workaround, or provides a solution to
    the customer with in 7 business days.
  11. Every incident is updated on a daily basis.
  12. Support hours: Basic & Advanced plans: 8 x 5 supports
                                      Premium plan : 24 x 7 support
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Incident Matrix

Priority

Max Time Frame Allowed (for solution)

Escalation

Teams Assigned

P1

To be solved on the same day itself; Hot transfer if shift changes.

To be escalated if not solved with in 1 day

Level 2 Team / QA Team (if Required)

P2

2 business days

To be escalated if not solved with in 1 day

Level 1 Team / Level 2 Team / QA Team (if required)

P3

4 business days

To be escalated if not solved with in 2 days

Evaluation Team / Level 1 Team

P4

Preferably On call resolution; 3 business days

To be escalated if not solved with in 2 days

Evaluation Team

 

   
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