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Always-Live Help Desk Support - (877) 682-0080

P3Logic's Always-Live Help Desk service is a rapid-response technical support center that can be contacted via phone or email.

Phone Support

P3Logic provides clients access to phone support with a telephone number for submission of all critical requests for support and/or technical assistance.

Call Toll Free - (877) 682-0080

An assigned on-call support technician will answer the call. Occasionally the on-call technician may be working in an area where cell phone reception is unavailable and you may need to leave a message.

When leaving a message, please include the following information:

  • Your Name and Company Name
  • Callback Number
  • Brief Problem Description and Severity (See problem severity classification.)

Our automated messaging system will automatically alert the next available on-call technician and you will receive a callback within our contracted targeted response time. (See targeted response times.)

Email Support

P3Logic provides clients access to email support with an email address for submission of all non-critical requests for support and/or technical assistance.

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When leaving an email, please include the following information:

  • Company Name
  • Brief Problem Description and Severity, or Question. (See Problem Severity Classifications.)

Our automated messaging system will automatically alert the helpdesk support team about your email and you will receive an email within your contracted targeted response time. (See Targeted Response Times.)

Problem Severity Classifications

Please refer to the appropriate severity classification from the table below when reporting your problem:

Severity Classification Description
Severity 1 - Critical An issue impacting more than one user. (Server, Email, etc.)
Severity 2 - Degraded An issue impacting a single user. (Printing, application, etc.)
Severity 3 - Minimal An issue that requires attention but can wait for an on-site visit or a remote technician.

P3Logic Problem Escalation Procedure

P3Logic has established a problem escalation procedure to provide our clients with the ability to notify management of services or operational problems which may occur during the problem resolution process. The table below identifies possible incidents and the escalation action to be taken during particular circumstances:

Incident First Escalation Second Escalation
No response from Help Desk or Technician with SLA. John Wadsworth
Tech Support Manager
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(815) 549-3712
John E. Schultz
Managing Partner
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(630) 973-8700
Technician unable to resolve problem within a reasonable time frame. John Wadsworth
Tech Support Manager
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(815) 549-3712
John E. Schultz
Managing Partner
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(630) 973-8700
Unacceptable behavior from Technician. John Wadsworth
Tech Support Manager
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(815) 549-3712
John E. Schultz
Managing Partner
This email address is being protected from spambots. You need JavaScript enabled to view it.
(630) 973-8700
Workaround or Solution presented to Client by Technician is unsatisfactory. John Wadsworth
Tech Support Manager
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(815) 549-3712
John E. Schultz
Managing Partner
This email address is being protected from spambots. You need JavaScript enabled to view it.
(630) 973-8700

Targeted Response Times

P3Logic Targeted response times vary depending on your contracted service support agreement. Service support agreements and targeted response times are shown in the tables below:

P3 Logic Managed Care Targeted Standard Response Times
Response Level
Criteria
Maximum Response Time
During Business Hours
After Business Hours
Remote
Support
On-Site Support
Remote
Support
On-Site Support
Severity 1 Critical
An issue impacting more than one user. (Server, Email etc.)
1 hour
4 hours
2 hours
4 hours (if required)
Severity 2 Degraded
An issue impacting a single user. (Printing, application etc.)
2 hours
Next Business Day
4 hours
Next Business Day
Severity 3 Minimal
An issue that requires attention but can wait for an on-site visit or a remote technician.
Next Scheduled Visit
Next Scheduled Visit
Next Scheduled Visit
Next Scheduled Visit
 
P3 Logic Support Assurance Targeted Standard Response Times
Response Level
Criteria
Maximum Response Time
During Business Hours
After Business Hours
Remote
Support
On-Site Support
Remote
Support
On-Site Support
Severity 1 Critical
An issue impacting more than one user. (Server, Email etc.)
2 hours
5 hours
3 hours
5 hours (if required)
Severity 2 Degraded
An issue impacting a single user. (Printing, application etc.)
3 hours
Next Business Day
5 hours
Next Business Day
Severity 3 Minimal
An issue that requires attention but can wait for an on-site visit or a remote technician.
Next Scheduled Visit
Next Scheduled Visit
Next Scheduled Visit
Next Scheduled Visit
 

P3 Logic Break/Fix Targeted Standard Response Times
(P3Logic offers no guaranteed targeted response times
for clients under a break/fix contract.)

Response Level
Criteria
Maximum Response Time
During Business Hours
After Business Hours
Remote
Support
On-Site Support
Remote
Support
On-Site Support
Severity 1 Critical
An issue impacting more than one user. (Server, Email etc.)
Next Available
Next Available
Next Available
Next Available
Severity 2 Degraded
An issue impacting a single user. (Printing, application etc.)
Next Available
Next Available
Next Available
Next Available
Severity 3 Minimal
An issue that requires attention but can wait for an on-site visit or a remote technician.
Next Available
Next Available
Next Available
Next Available
Get Help Now Call - (877) 682-0080
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