2Pint Software support services and training
We have led all aspects of enterprise management for more than three decades. We are experts in end-to-end enterprise endpoint management. Take advantage of our support offerings, knowledge base and training.
Technical support is an integral benefit of 2Pint Software Subscription and Support. It offers personalized, proactive, pre-emptive, predictive - smart support.
Accelerated Value Program
Includes Standard Support plus enhanced premier technical support which is fee-based per endpoint with customized advisory services tailored specifically to clients.
For more detailed information on this offering, please contact us.
Standard Support
Included in the subscription fee, remote voice, electronic support, software maintenance, access to update releases and new releases of the software.
Self-Support
Find answers through the 2Pint Software blog or through the community and free tools released by 2Pint Software on GitHub. We will always try to assist non-customers on a "best effort" basis.
This enhanced support service is highly customizable and is tailored to fit every customer’s specific needs and pain points, so all deliverables listed below may not be relevant to every situation.
| Category | Subscription & Support | Accelerated Value Program |
|---|---|---|
| Type of support | Reactive, problem-related support. | Proactive assistance to help plan, deploy, optimize, grow and upgrade software; Coordinated reactive support. |
| Single point of contact | None. | Yes. Customer Success Manager (CSM) and Account Technical Specialist (ATS). |
| Issue management | You manage open issues. Escalations are handled by the 2Pint Software Helpdesk. | The allocated CSM and ATS manage open issues and handle escalations. For each client a primary and secondary ATS is assigned. |
| Exception handling | Support for severity 1 issues only. | Direct one-to-one support with the allocated ATS facilitating support for critical situations until the issue is resolved. |
| Reports and reviews | None. | Status and delivery reports. Quarterly reports, Problem Management status reviews as required. Governance and management escalation paths in place. |
| Defect alerts | Self-help Web monitoring. | The allocated ATS works with you proactively and can identify defects that might affect your systems. |
| On-site support | None. | Scheduled and emergency on-site assistance is available or dedicated remote assistance as needed. |
| Technical advice and documents | Web resources, community and fee-based classes/events. | Customized knowledge sharing to fill skill gaps and training available. |
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