In this article, you will find important information regarding Pagero's values and support routines, as well as how we will ensure your security and data protection is handled in proper and secure manner.
Table of Contents
- Customer satisfaction at Pagero Support
- Support Services
- Support request process
- Security & Data protection in the Support process
Customer satisfaction at Pagero Support
At Pagero Support, we always aim to give our customers the best experience. We highly honor our Customer satisfaction score, which is currently averaging at an impressive 98% positive Customer Experience. This score reflects our commitment to excellence and our dedication to meeting and exceeding customer expectations.
Our most important strategies to ensure customer satisfaction
- To be customer-oriented: We place our customers at the heart of everything we do. By understanding their unique needs and preferences, we tailor our services to provide personalized and effective solutions.
- Focus on ensuring a low response time: We recognize the importance of timely support. Our team is dedicated to responding to inquiries and resolving issues as quickly as possible, ensuring minimal disruption to our customers’ operations.
- High knowledge in services and markets that our customers are in: Our support team is well-versed in the markets our customers operate in and service they use. This expertise allows us to provide relevant and insightful assistance, helping our customers navigate their specific challenges.
- Offer multichannel support: We provide support through various channels, including live chat, a ticket portal, and phone support. This multichannel approach ensures that our customers can reach us through their preferred method, making it easier for them to get the help they need.
Continuous improvements through customer feedback
At Pagero, we apprehend our customers’ requirements and strive to offer high-quality, sustainable solutions. To understand our customers’ needs better, we continuously seek their feedback and review every comment that we receive. This feedback is invaluable as it helps us gauge their experience with our services and identify areas for improvement. By acting on this feedback, our support teams can enhance the customer journey, ensuring that every interaction with Pagero is positive and productive.
We believe that by maintaining a customer-centric approach, focusing on rapid response times, leveraging our market and service knowledge, and offering versatile support options, we can continue to deliver exceptional service and uphold our high CSAT score. Our goal is to build long-lasting relationships with our customers, founded on trust, reliability, and mutual success.
Support Services
Explore the various support service options for each of our platforms, and in your preferred language, including opening hours
Pagero Online
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Language |
Opening hours |
Support Center guides |
Ticket portal |
Chat |
Phone |
English |
24/7 |
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Swedish |
Monday-Friday |
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Finnish |
Monday-Friday 08.00-16.00 UTC+2 |
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German |
Monday-Friday 08.00-17.00 CET |
Coming soon |
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Spanish |
Monday-Friday 08.00-17.00 CET |
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French |
Monday-Friday 08.00-17.00 CET |
Coming soon |
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Arabic |
Sunday-Thursday 09.00-18.00 KSA |
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Polish |
Monday-Friday 08.00-16.00 CET |
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Pagero Health Solutions
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Language |
Opening hours |
Support Center guides |
Ticket portal |
Chat |
Phone |
English |
Monday-Friday 08.00-17.00 CET |
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German |
Monday-Friday |
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Pagero TMS
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Language |
Opening hours |
Support Center guides |
Ticket portal |
Chat |
Phone |
English |
Monday-Friday 08.00-17.00 CET |
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Swedish |
Monday-Friday |
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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.
Request Process
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.
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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 |
Security & Data protection in the Support process
Security and data protection is of the utmost importance during information era. Below you will find key points how Pagero is determined to uphold your data's privacy and security.
Data minimization
We value the privacy and security of our customers’ data, and we encourage them to be mindful of what data they share with us. We use fixed fields as much as possible, and when submitting a ticket in our portal the customers are provided with information on how to limit what data they share and why it is important to avoid disclosing sensitive information in tickets.
Redact function
Within our ticketing system, we can of course delete entire tickets, but we also have a redact function that allows us to hide sensitive data from unauthorized personnel. This function is used to protect the confidentiality of our customers’ data if the customer by accident includes sensitive data such as passwords, social security numbers, or other highly confidential information when submitting a ticket, but we still need to keep the ticket in order to support the customer. The redact function replaces the sensitive data with asterisks or other symbols, making it unreadable to anyone who does not have access to the original data.
Storage limitation
We follow the principle of storage limitation, and we only keep tickets and user accounts that are relevant and necessary for us to provide our support services. Tickets that are no longer relevant to the customers or our service will be deleted based on pre-set conditions, such as the expiration date, the resolution status, or the customer’s request. Users who are no longer active or have requested us to delete their accounts will also be removed from our system.
Limiting access to tickets and users
Only Pagero employees who have undergone all of our required introduction training and courses receive access to our support tools, and we use multifactor authentication (SSO) for all accounts which are immediately removed upon termination of employment. We also apply role-based access to ensure that we limit the access to tickets and users to only those who need it to perform their work.
For more information, please follow the below links:
Pagero Privacy Notice
Pagero Trust Center