1. Purpose
This Technical Support Policy defines the scope, availability, and delivery of technical support services provided to our customers. It is designed to ensure consistent, transparent, and effective support for our products and services.
2. Scope of Technical Support
Customers can access technical information for Pulseway & Kaseya products through resources like the self-service Knowledge Base, documentation, and user forums. Before contacting support, customers are encouraged to review these available resources.
Kaseya Helpdesk: https://helpdesk.kaseya.com/hc/en-gb#/all_modules
Pulseway Article: https://intercom.help/pulseway/en/
3. Support Channels
Customers may request technical support through the following channels:
Email: support@pulseway.com
Support Portal: https://support.pulseway.com/hc/en-us/requests/new
Chat & Voice: You can always connect to your account manager for immediate assistance via phone or chat icon available on the Pulseway WebApp.
When submitting a new ticket, various items need to investigate. This information may include, but is not limited to:
Subject, Description, Business Impact, Steps to reproduce, Trace logs, relevant screenshot etc.
5. Incident Severity Levels
Reported issues are classified based on business impact:
Severity | Description |
Severity 1 - Critical | Complete system outage or severe business disruption |
Severity 2 - High | Major functionality impacted, no immediate workaround |
Severity 3 - Medium | Partial functionality issue with workaround available |
Severity 4 - Low | Minor issues, questions, or general assistance |
Service Level Objectives:
Sev 1 < 2 hours
Sev 2 < 4 hours
Sev 3 < 8 hours
Sev 4 < 24 hours
Business Standard Support Coverage
Our Business Standard support operates 24 hours a day, 5 days a week, from Sunday evening to Friday evening (Eastern Time).
Start: Sunday 6:30 PM ET
End: Friday 6:30 PM ET
Please note that you may escalate your request at any time through the relevant support ticket or by contacting your Account Manager.
For any scheduled maintenance or outage status, please check the following status page:
Pulseway: https://status.pulseway.com/
Kaseya: https://status.kaseya.com/