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pulse offers a number of support services depending on the customer's specific needs for system availability and hours of operation. These services are designed to guarantee that quality services are provided in an efficient manner. As a customer centric organization, pulse’s dedicated, experienced and knowledgeable Support personnel ensure that critical and non critical items are assessed and addressed in a timely and professional way.
Support Packages
The type of support package which a customer selects depends on a number of factors, such as their type of business and level of internal IT support. Typically, a Bronze package appeals to a company which only requires pulse support services between regular business hours and may use internal resources to help support their system. A Silver package provides customers with an added level of support whereby they can contact a pulse Support Engineer 24 hours a day, 365 days a year should an issue arise. Finally, the Gold package may appeal to a customer who wants the security of knowing that our Support team will be proactive ― through hourly system monitoring (during the customer’s system active time) ― in identifying existing or potential issues.
Support Methodology
To provide a consistently high level of support, pulse’s ISO certified support process is comprised of four stages: incident registration, investigation and diagnosis, resolution and recovery, and incident closure.
Incident Registration
The Support team creates a tracking ticket and analyzes the severity of the issue. The Support Engineer uses the information provided by the customer’s initial contact and identifies the priority and type of problem. The customer is then contacted to confirm receipt of the notification and to collect further information prior to investigation. |
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*Although Bronze, Silver and Gold packages come with Repair support included (i.e., replacement parts are sent to the customer once pulse receives the original part), customers can also purchase the Advanced Replacement support option with any of these packages. Advanced Replacement must be purchased at the time of initial purchase and is not available as an add on during support renewal.
**Except Canadian statutory holidays
*** pulse provides patches to the customer only when they are necessary to resolve issues.
| Investigation and Diagnosis
The Support Engineer gathers, analyzes and reviews data pertaining to the issue. During this process, the issues knowledge base and call logs are utilized. The goal is to identify the root cause of the problem, which is needed for a resolution.
Resolution and Recovery
Information from the Investigation and Diagnosis stage is used to implement an appropriate resolution. If a final resolution will be timely, a temporary workaround is put in place to restore service. Once a resolution is implemented, the Support team tests and monitors the application and provides the customer with a status update.
Incident Closure
The Support Engineer updates the ticketing system and knowledge base for future use. The information is conveyed to the customer to ensure they are satisfied with the results. When the issue has been resolved, the tracking ticket is closed. |
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After Hours Services
pulse provides after hours system and application support to customers with Silver or Gold support packages. Customers receive direct access to highly skilled Support Engineers who investigate and resolve any critical issues that may have affected their system, providing reliable and efficient support service.
Access to after hours support is offered through a 1-number escalation list to ensure that the customer’s critical issues are addressed promptly. The escalation list is used to ensure that the appropriate resources are contacted to deliver an effective resolution, based on the issue’s severity. |
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