How Support Requests are Classified
Support Guidelines for PENGUIN Customers
Severity is Determined by Business Impact
Use the following definitions to determine the severity of your request.
Severity | Definition |
URGENT | Systems are down or non-operational in key aspects. No workaround available. My business can not operate. |
HIGH | Major product functionality doesn't work or I'm unable to perform my job responsibilities. |
NORMAL | Product functionality is impacted, but most operations continue. I can still do my job. |
LOW | Product functionality is not impacted. Customer Service or other questions. |
NOTE: PENGUIN Support can change the severity of the incident, if it was not set reasonably.
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How to Submit Requests for Support
Support Guidelines for PENGUIN Customers Service Overview PENGUIN is committed to provide excellent customer service and support. Requests for support may be submitted via the channels below at any time. Our regular office business hours are 8am to ...
Remote Support Options
TeamViewer 13 DE Custom Host TeamViewer 13 DE QuickSupport Zoho Unattended host Zoho Remote Support
Support Service Level Guidelines
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Support and Dispatch Rates - Effective October 1st 2018
REMOTE SUPPORT $100/hr ON-SITE DISPATCH $125/hr *Dispatch Time Includes Time On-Site and Drive Time One-Way
What if I am having an emergency outside of normal business hours?
Please either call and leave a Voicemail message or email our support address (recommended) via support@callpenguin.com for the most prompt reply to your concerns. 24/7 SUPPORT Support is available via email or phone to open a support request 24/7 ...