Support
Support
Pinnacle clients: call 812-492-6599, or use the options below.
Create a ticket
Log a request in our client portal.
Remote session
A technician will give you a code to connect.
Call
812-492-6599
Monday to Friday, 7 a.m. to 5 p.m. Central, for clients
Our response commitments
| Priority | Example | Guaranteed response | Target response |
|---|---|---|---|
| ! Critical | Server down or the whole office cannot work | 1 hour | 15 minutes |
| ! High | A department or key system is impaired | 2 hours | 1 hour |
| ! Medium | One user cannot work normally | 4 hours | 2 hours |
| ! Low | Minor issue with a workaround | 8 hours | 4 hours |
| ! Scheduled | New user setup, new computer install, proactive maintenance | Scheduled | Scheduled |
Response times apply during client support hours, Monday to Friday, 7 a.m. to 5 p.m. Central. Critical issues outside those hours are covered under your agreement.
Frequently asked questions
What should I include when I open a ticket?
Your name, the best number to reach you, what you were trying to do, any error message, and how many people are affected. A screenshot helps.
What if we have an emergency outside business hours?
Critical issues outside business hours are covered under your agreement. Call 812-492-6599 and follow the prompts.