Support request process

 

 

 

The requests can come in to Support via Chat, Phone, or Ticket. We keep a close dialogue with the customer until the request has been solved, updating the customer about the progress and asking relevant questions to help the investigation.

More than 90% of the requests that are sent to Pagero Support are solved at 1st Line Support. If the problem needs to be investigated further, there will be an escalation to the next level of Support.

Before escalating a request to 3rd Line, Pagero Support evaluates if the request should be escalated to management. If neither 3rd Line is able to solve the problem, there will be a management escalation for further actions. 

When analyzing the request, we evaluate the severity of the issue at each level. If the issue is set to severity 1, we will start the Incident process and contact the concerned customer individually or post information on the Service Status page

Find instructions on how to subscribe to Service statuses here

 

We value the privacy and security of our customers’ data, find details on how we work they keep our customer data safe in Security & Data protection in the Support Process

 

 

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