Support, maintenance, and upgrades
Pisano standard support and maintenance process shared as outlined below. This section will be updated according to final SLAs and processes agreed on the contract.
Support in Daily Business
We know support is a key element and we as Pisano does not charge any additional costs for platform training or platform usage support/customer care or platform technical support.
And you get an Account Manager as your business contact (Business Unit Manager) dedicated to your company and Pisano Customer Success lead during your full-service period.
What Our Customer Care Service Covers?
Our Customer Care Service includes assistance with Product;
- Bugs,
- Outages,
- User access problems,
- Platform configuration and setting questions,
- On premise specific problems,
and meet product training requirements.
The Customer Care Service is available to give general suggestions and assist in troubleshooting point-specific cases.
Language Support
To ensure the utmost level of service for our customers, all support provided by Pisano will be conducted in English. In addition, Pisano offers support for surveys in over 100 languages. This means that our customers have the capability to collect feedback in a wide range of languages, while still being able to report and read the feedback in English through our platform. Regardless of the language in which the feedback is collected, our platform enables customers to conveniently interpret and understand the feedback in both English and the respective language it was provided in. This language support feature allows for comprehensive analysis and insights across multiple languages, ensuring a seamless feedback experience for our customers.
Bug Fixing
It is our commitment to fix all bugs as soon as possible after they are brought to our attention. During our general support hours, we can fix bugs within 48 – 72 hours. We will also try to provide a solution via the forum for smaller bug fixes, after which we will update the core theme package.
A bug is only valid when it is an issue with the set of features, we advertise about our product. A new feature request or a new integration will not be considered as a bug.
Customization Policy
A customization is any added functionality to a product that is not included in the base installation of that product. While we will make every effort to address all customer cases in a timely manner, customization cases may be assigned a lower priority than production or installation cases.
Ticket System
In Pisano we use our own platform for management of the feedback and support requests coming from our customers. The employees of our customer can submit their requests through the following channels.
- Web support: 08:00 A.M. to 17:00 P.M. Monday – Friday
Forms received outside of office hours will be collected; however, no action can be guaranteed until the next working day.
- Email support: Monitored 08:00 A.M. to 17:00 P.M. Monday – Friday
Emails received outside of office hours will be collected; however, no action can be guaranteed until the next working day.
The requests coming from the customers are divided into two as Technical Support and Platform Usage Support.
Platform Usage Support tickets are directed to the Support and Operations people according to the origin and the language of the request. They then provide necessary support to the customer according to the SLA provided.
Platform Technical Support tickets usually require an engineer to be involved in the support process of the customer. All the technical requests coming from the customers are evaluated in daily Product Office Hours where all teams of Pisano get together to discuss and collaborate on the technical requests coming from the customers. The requests are evaluated, grouped, and tagged according to the policies and communicated with the customers.
Product Upgrades & New Version Releases
At Pisano, we strongly believe in continuous improvement. Our engineers are dedicated to enhancing our platform day by day, striving for excellence. We are committed to providing the best service to our customers, which is why we do not charge any fees for platform upgrades or new version releases.
Ensuring uninterrupted service during upgrades is our priority. If any interruption is necessary, we carefully plan it in advance and coordinate with our customers to minimize any impact.
Our upgrade methodology includes rigorous tracking and quality assurance/testing processes. At Pisano, all upgrades and new versions undergo thorough planning, programming, and testing before they are released to our customers. This approach ensures that our customers receive reliable and high-quality updates to our platform.
Pisano Standard SLAs
Pisano Service Level Agreement (SLA) for bug fixes can be provided as an additional document “Pisano Service Level Agreement upon requests”. Pisano response & resolution times are stated below.
Service Severity Levels and Response Times:
Pisano follows a Product Development Outline which requires Pisano’s Product Development Team to be;
- Fast. Pisano aims to be a company known for its momentum and efficiency. This means, our Product Development Team will keep the innovative, with a set of new features, enhancements and improvements, which are being deployed nearly every week.
- Reliable. Pisano is aware that working with enterprises requires being reliable. We choose the people we are working with and the technologies we are using based on the formula.
Software updates that will be deployed by Pisano will include security improvements, bug fixes and enhancements and new features and Pisano will follow the steps below for upgrades, updates, and hotfixes:
- Continuous development and deployment of new functionality. Instead of holding all functionality enhancements for its periodic version upgrade, Pisano is now deploying smaller versions on a weekly basis. This is especially important for small but high-priority changes.
- Continuous conversion of customer data and backward compatibility. As Pisano deploys new versions that require changes to its data model, Pisano always keeps the existing functionalities and APIs working as they were in the previous versions and converts customer data to the new data model.
Preview instance. Pisano offers a different environment that includes the latest features for its customers to preview the newest changes.