PeerApp Support Services

PeerApp Service Philosophy

Support Portal

The PeerApp technical support portal provides online documentation and tools for troubleshooting and resolution of support incidents.

Our self-service portal leverages PeerApp’s engineering knowledge and experience base, best industry practices as well as innovative Web-based tools.

Our state-of the-art problem resolution ticketing system enables our business partners and customers to log cases and track their status and resolution activities. It also provides the means for direct communication with the PeerApp support staff working on their cases.

Remote support

PeerApp has developed remote monitoring and diagnostic tools that enable us to perform most of maintenance and troubleshooting activities up to full resolution of the incident.

Hardware on-site support

PeerApp’s UltraBand products include components from our global partners Dell and EMC.

These vendors are committed to provide a global next business day on-site support for all of PeerApp systems.

Escalation Procedures

All problems are reported directly to PeerApp Customer Service so that initial problem determination efforts can commence. As the support incident is reported, PeerApp support staff shall provide an initial determination of the problem source. Should hardware failure be the problem cause, on-site hardware replacement visit is coordinated accordingly.