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About Us

Service Delivery at PrismPointe Technologies

Service excellence happens every day at PrismPointe because of the efforts and hard work of individuals who know that a satisfied customer is a great customer.

As part of our ongoing commitment to provide exceptional service with unequaled response times, PrismPointe built our own network of "bricks and mortar" service centers worldwide. When our competitors were either outsourcing or closing their service centers, PrismPointe was investing, expanding and building service centers in every region we service directly.


  Service delivery regions

 

Global Service Locations PrismPointe directly supports:
  • Canada
  • China
  • Germany
  • Hong Kong
  • Korea
  • Kuwait
  • Singapore
  • United States

PrismPointe delivers indirect support to all other locations shown in the green.

  Service delivery procedures

 

When PrismPointe is contacted with an incident, you may participate in some limited phone-based troubleshooting to identify the root cause of the problem. This remote troubleshooting minimizes the overall system downtime by getting the issue fixed quickly and remotely or by helping PrismPointe to dispatch the right engineer with the right part, if needed.

Our objective is to maximize your uptime by minimizing your downtime with a remedy on the first call.

Using singlePoint®, our Call Center agents will access our database for devices you have under contract.  If you contact the Call Center directly, the agent will serve you better if you have your contract number, system serial number, operating system version, and peripheral models you are using.

Let the agent know what error message you are receiving and when it occurs, as well as what steps you may have already taken to solve the problem. If PrismPointe cannot resolve the issue over the phone, a service call will be placed to dispatch the appropriate part(s) and Field Engineer.

  Service dispatch procedures

On 4-hour response contracts with the 7x24 option, calls will be responded to within 4 hours regardless of the time the dispatch was created by PrismPointe Technical Support. The technician will call you within 1/2 hour of the dispatch to discuss the status of the service call.  4-hour response parts are brought directly to you via your Field Engineer.

On Next Business Day response service contracts, calls dispatched by PrismPointe Field Engineer before 5:00 p.m. local customer time, will be responded to the next business day. For calls dispatched after 5:00 p.m. local customer time, the service technician may take an additional business day to arrive at your location. The actual response time on the next business day is dependent upon parts delivery to the technician for the customer's local area. Once the part is received, the technician will attempt to call the customer directly to schedule a specific time that is convenient to deliver the service that day.

PrismPointe  works to provide a single point of contact for the resolution of IT equipment failures that occur in your data center.  Now, these equipment failures can be recorded, actioned, tracked and resolved with greater accuracy and efficiency than ever before.