PTAC (Procera Technical Assistance Centre) is the customer support organisation within Procera and the primary interface for our customers. It is important that we are visible and accessible to our customers so we can continually work on improving our services. Our goal is to provide our customers with the very best support in the industry. This is no small task by any means as our customer base continues to grow rapidly, outstanding customer support remains a priority for Procera.
To help us achieve our goals, we rely on customers to provide feedback both on what we are doing well and also where we could improve. This provides us with the data we need to continue towards our goal and to be able to give you even better support. Please don’t hesitate to contact us (www.proceranetworks.com/support).
The PTAC team has gone through big changes over the last couple of years, from a three person team covering the entire world, to a global team of 30 team members. A lot of work has gone into growing the team and according to our Customer Satisfaction Surveys that work has been paying off!
Foremost, we are working to improve restoration times as well as overall communication. We have introduced additional services such as 'Mission Critical Support' that allows our customers with the opportunity to upgrade and have a named support engineer. These engineers are able to provide better overall insights and a more timely response into specific account cases. They have a more focused view of the overall customer setup with the aim of providing a more efficient and effective service. Ask your sales representative for more information if you are interested. It never hurts to get more personal with the support!
There are several ways to contact PTAC: support portal, phone, email and IRC (Interactive support in the client, under the Help menu). We strongly recommend using the support portal. Here you'll find 24x7 access to your cases, documentation and release notes. There is also a knowledge base filled with commonly asked questions, a problem solving area and feature request section with voting for other customer suggestions. You can also signup for our 'Technical Bulletins' as well as other resources. If you haven't got a portal account yet, make sure to get one by sending an email to email@example.com, Remember to ensure that all key personnel have a copy of the PTAC Technical Guide (available in the documents area in the customer portal), which outlines how best to utilise our services.
Even the very best processes can fail, and if this happens it is very important that you inform us about this either by writing a comment in your support ticket or by calling us at +1-510-400-4667. For escalated support needs, please email firstname.lastname@example.org and the entire support management team will be notified. By sending a note to this address, your issue can be addressed more quickly as one of our 24/7 support team members can help you right away.
Don’t forget to please fill in the Customer Satisfaction Survey that is sent out when you close a ticket. This will help us to continue to provide the very best support in the industry.
I hope you, new and old customers, are satisfied with your customer support experience and that you have noticed our changes and work towards being the best!
Seasons greetings from Global PTAC team!
Topics: Expert Insights