Support
The PCI Support Center (PSC) responds to telephone calls or e-mails (numbers to be provided) initiated by clients who are subscribers of PCI’s support services. Technical staff either directly respond to a telephone call or are available through a hierarchy of call escalation procedures managed by the PSC. The calling party is contacted to confirm receipt of call, which is then followed up by a call from a support technician. Response times vary according to the type of contracted support. If mutually agreed, support technicians can check problems via remote access to the client’s system.
Telephone Support
- Availability: 9:00 a.m. - 5:30 p.m. EST, Monday - Friday
- Acknowledge receipt of call within 30 minutes or sooner
- A support technician will respond within 45 minutes or sooner after acknowledgment
E-mail Support
- Acknowledge receipt of support request within 24 hours or sooner
- Response time frame will be provided along with the acknowledgment
