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Global Customer Support Programs

Pinnaca’s Video Network Operations Centres (VNOCs), are located in London, Minnesota, Toronto, and Hong Kong, providing our customers with 24x7x365 support globally.  The Pinnaca VNOC is staffed by teams of highly knowledgeable professionals responsible for providing customers with a best in class service and support capability for video communications and collaboration, 24x7x365.

Whether it’s a user that can’t connect to their meeting or a question on how to use the service, we’re here to support you in real-time. The VNOC acts as a single point-of-contact for troubleshooting, reporting, and issue management for items raised proactively through our monitoring tools and reactively through customer notifications.

SERVICE LEVELS

BENEFITS OF OUR GLOBAL SUPPORT PROGRAMS

  • Level 1

    Provide a rapid response with troubleshooting and problem determination

  • Level 2

    In-depth analysis and configuration

  • Level 3

    Extensive analysis and issue resolution

  • 24x7x365 helpdesk expertise

  • ISO27001

  • Proactive Support

  • Unlimited technical phone, email and video support

  • Multi-vendor platform trouble-shooting and support

  • Manufacturer escalation and management

  • Upgrades for new manufacturer software releases

  • User guides, promotional material and user evaluation surveys

  • Technical bulletins

  • FAQ’s

TALK TO US ABOUT OUR GLOBAL SUPPORT PROGRAMS