When you Partner with PenguinData, our support staff is at your service.
Unique model ensures your request is handled at the correct level without additional steps.
When you file a service ticket with Customer Care, our representatives review your issue. This may include a step by step walk through of processes, directions to correct reports
and other steps, depending on the description of the issue. When the issue is resolved, Customer Care notifies you of the resolution.
Tier 1 issues are addressed with the goal of resolution in 48 hours or less.
If Customer Care determines additional research or analysis is required, Customer Care moves the service ticket for the issue to Tier 2 and notifies you via e-mail.
Under Tier 2 support, deeper research and testing are performed. If necessary, the ticket is escalated to engineering, implementation, and other subject matter experts for
specific input on resolving the issue. Upon resolution, Customer Care notifies you of the resolution. Tier 2 issues are resolved based on the severity of the issue as determined by Customer Care.