Our support staff is available via phone and email between 3 am and 8 pm EST
Monday through Friday or by appointment. Outside of these hours, you can use our ticketing system.
Our team is here to support you if you need any help in configuring or using PIRO.
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 support hours in different regions:
For non-business hours appointments, please send us an email at firstname.lastname@example.org - 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.
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
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.