Technical Support

Contacting piXlogic Technical Support
To contact piXlogic Technical Support you can:

1) Call the support number at 1-650-967-4067. If you are leaving a voice mail, be sure to include contact name, phone number and a brief summary of the problem.
2) Email support at support@piXlogic.com

Coverage Times
Support engineers are available by phone and email between the hours of 8:00 am and 6:00 pm Pacific Standard Time, Monday through Friday except major US holidays.

General Support Conditions
While working with you to resolve your issue, piXlogic may need to access information on your system relative to the failure, or may need to recreate the failure to get additional information. Should the problem be related to your system’s configuration, you may be asked to recreate the problem to obtain the required information. If available, remote access may be used to troubleshoot problems as well. If remote access is needed you should coordinate with the support engineer to arrange for the remote connection.

If you and the piXlogic support representative agree, you may decide to send your problem information or log files to piXlogic electronically via email or FTP for further review. The piXlogic support engineer working with you can help you determine what is best to arrange for the transfer.

Note: Any information that you send to piXlogic to help resolve your problem is treated as highly confidential and is used only to aid us in resolving your problem. A nondisclosure agreement can be signed if necessary. Upon problem resolution, all submitted materials are deleted, if requested.

Coverage and Priority Levels
When contacted, the piXlogic support engineer will make every attempt to take or return calls as soon as possible with an imperative to callback within the timeframes outlined for each Priority Level as described below. If a message is received outside of coverage times the response will be during the next business day. The Priority Level is assigned based on the criticality of the incident. The values range from 1 (Very High) to 4 (Low). Incidents are assigned a priority level based on the criteria outlined below:

Level 1, Very High: The problem is such that there are very serious consequences for normal customer business processes. Urgent work cannot be performed. This is generally caused by the following circumstances:

– A productive system is completely down.
– The imminent go-live or upgrade is jeopardized.
– The customer’s core business processes are seriously affected.
– A workaround is not available.

Level 2, High: The problem is such that the customer’s normal business processes are seriously affected. Necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the piXlogic software that are required immediately.

Level 3, Medium: The problem is such that the customer’s normal business processes are affected. The problem is caused by incorrect or inoperable functions in the piXlogic software.

Level 4, Low: The problem has little or no effect on normal business processes. The problem is caused by incorrect or inoperable functions in the piXlogic software but these functions are not required daily, or are rarely used.

Schedule of Priorities, Response Times, and Processing Times
Target response and processing times for each priority level are outlined below.