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Support Levels
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Pepperweed's Standard Support Service level may be our base package, but it includes our quick response and expert support throughout the solution lifecycle - from design and deployment to support and maintenance. All service levels include the option of 9x5 or 24x7 support.
- 2-hour response by a U.S.-based senior-level support engineer, so you are not left standing in the dark.
- Assigned primary and secondary engineers, so you never have to start over with a different engineer.
- Escalation to top of third-line HP support, bypassing HP's front line, so you have expedited escalation.
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Pepperweed Premier Support offers the same services as the other support levels combined and, additionally:
- Dedicated named support engineer on every call.
- Your named support engineer will serve as your single point of contact.
- Pepperweed will provide you with timely and comprehensive responses to your technical issues.
- Priority Critical Class Problem Notification
- Account Support Plan: Customer Operational Management
- Weekly remote technical review meetings
- Annual onsite support days
- Remote quarterly service reviews
- Online customer dashboard
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Service Paks are pre-paid, fixed-price/fixed-time service packets which can be instantly invoked, when needed, to schedule remote technical services. The Service Paks have many applications:
- Architectural reviews
- Script development
- Software patches
- Software upgrades
- Software license analysis
- Virtually any technical service where rapid turnaround is desirable.
Delivery of the Service Paks is accrued hourly against the pre-paid hours. Typically, the Service Pak hours are delivered remotely; however, onsite delivery can be provided*.
(*Travel costs will be invoiced at the cost incurred.) |
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| WATCH |
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DOWNLOAD |
Click on the slide image below and learn more about Pepperweed’s Support Services.
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 Support Services Catalog
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Customer Reference
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"Thank you for your continued support above and beyond what is
expected of you. You have made a very positive impression at Wells
Fargo. Your efforts have enabled us to have a VERY SUCCESSFUL
implementation."
George Tumas
Sr. Vice President, Internet Services Group
Wells Fargo & Company
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Support Services 
