Prime ONE Contracting offers 3 levels of service:
General support is FREE to all our customers. It includes alternating POC Hotline Support (technicians with good knowledge of our specialized equipment). You can ask basic, operational questions and receive answers within 24-36 hours.
Enhanced support with faster response can be purchased with Service Level Agreements in the following categories.
Committed availability according to SLA, with technical/engineering knowledge of POC & AIP products and basic access to case management 24/7 self-service portal. Up to 56-hours of support
Dedicated contact with our enginneres who have expert technical knowledge of POC & AIP products. You will have premium access to our 24/7 portal. Up to 168-hours of support is provided.
POC HELP DESK
The POC help desk is available during normal U.S. Eastern Standard Time working hours (8:00am to 5:00pm) and is staffed by technicians with specialized knowledge of our technology. Once you contact our help desk, a case will be created, and you’ll be informed of your case’s status within 24 hours. Solution time varies depending on the complexity of your issue. Cases are prioritized based on the order of requests, but may be expedited based on safety, standstill issues or warranties.
Our general help desk is free of charge for customers using our products. If specific services (e.g. on-site service, training, engineering application support, etc.) are necessary, these will be quoted accordingly as a fee-based service by one of our service representatives.
You can contact our helpdesk through the following methods.
Email: Help Desk