Technical support
The support team provides expert assistance and advice on Prengi platform and products to all
customers worldwide. Four support lines, 24/7 customer service and a broad range of services offered
ensure an exceptional customer experience and high satisfaction rates.
The support team provides expert assistance and advice on Prengi platform and products to all customers worldwide. Four support lines, 24/7 customer service and a broad range of services offered ensure an exceptional customer experience and high satisfaction rates.
SUPPORT SERVICES
Basic
Business
Premium
Basic
Business
Premium
Self-service
Access to the Prengi Community
Access to the Prengi Academy
Access to the Knowledge Base in self-service portal
Communication channels
Customer Success Portal
Support via email
Support via phone
Live screen sharing / co-browsing
Consultation Types
Consultation on the platform capabilities and product functionality
Development consultation
New Prengi releases
Notifications of new releases and critical security updates
Early bird release testing prior to the production update
Customer success management
Prengi onboarding
Implementation guidance based on best practices
Quarterly activity report
Additional services
Case priority management
Guaranteed resolution time
Individual proactive monitoring 24/7
Number of authorized contacts eligible to submit support cases
2
5
15
SUPPORT PACKAGES
Basic
Business
Premium
Package cost, % of the subscription cost
5%
12%
20%
Response time for high-priority cases
4 hours
1 hour
30 minutes
Response time for medium-priority cases
8 hours
4 hours
2 hours
Support hours
9 am – 6 pm
(Monday – Friday)
9 am – 6 pm
(Monday – Friday)
24/7
Additional terms and conditions
- The purchase of a support package is mandatory when purchasing software subscription throughout the entire subscription period.
- Support packages are purchased for a period of no less than one year for all products that are used by the client. Support packages cannot be purchased only for part/some of the Prengi products.
- Pricing does not include taxes and fees (such as Sales Taxes and VAT) prescribed by law.
- Requests to the tech support team can be submitted only by authorized contacts defined in the customer agreement.
- Terms and conditions of tech support for Prengi products are described on the corresponding homepages of these products.
