PIRO Help Desk

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Welcome to our Support Center

Our team is here to support you if you need any help in using PIRO Fusion.

We provide help off-site (by remote access over the Internet), via phone and e-mail. You can also access our knowledge base and submit support tickets - we will follow up on the tickets and help you solve the issues.

Our live support is available almost 24/7, with only a 4-hour window left uncovered. You can find the support hours for different regions below:

  • North America New York (EST) - from 11 pm to 7pm
  • North America Los Angeles (PST) - from 8pm to 4pm
  • Europe London (GMT) - from 4am to midnight
  • Africa Johannesburg (SAST) - from 6am to 2am
  • Middle East Dubai (GST) - from 8am to 4am
  • Asia Hong Kong (HKT) - from 12pm to 8am
  • Asia Bangkok (ICT) - from 11am to 7am
  • Australia Sydney (AEDT) - from 3pm to11am
  • New Zealand Auckland (NZDT) - from 5pm to 1pm

For non-business hours appointments, please send us an email at support@gopiro.com - we will get back to you as soon as possible.

Since April 2017, our support service has been based on Service Level Agreements; click here to read more about the SLAs.

Remote help

The easiest way to get remote help is by downloading SimpleHelp. Let us know by phone or email when you've started the software on your server or workstation; this way our support technician can connect to the computer and troubleshoot the problem remotely.

With the help of this software the time needed to investigate an issue can be significantly reduced.

Download SimpleHelp

Meet our support team

Whenever you need help, you can talk with one of the guys below. They are people with great spirits and are always keen to solve an issue in a timely manner. In most cases, they can fix the problems promptly; in others, they have to work together with a developer. If the solution to your problem is delayed, please be patient: the team is working hard in silence to solve any open support tickets.

Our support department is organized in two tiers. Tier 1 handles incoming calls, emails, and tickets, while Tier 2 consists of experienced professionals who take care of the more difficult tasks, supporting the Tier 1 team in the background.

Tier 1 support team
Support team lead
Support specialist
Support specialist
Support specialist
Support specialist
Support specialist
Tier 2 support team
Project manager
Project manager
Support specialist
Project manager
Project manager
Project manager