Contacting Support
Option 1: Submit a request at https://www.pinogy.com/helpdesk
Option 2: Email us at support@pinogy.com
Option 3: Call us at 877-360-7381
Regular Support Hours
Monday - Friday, 9 AM - 6 PM Eastern. Covers any questions with our software and any hardware purchased from us for the duration of the hardware warranty.
Emergency Support
We know running your business doesn't end at 6pm. For this reason, we have free emergency support available 24/7 for critical issues. If you ever run into a situation where you can not complete a sale or return, just give us a call. Emergency support is also available for any other reason, but will be billed for non critical issues.
Support Holidays
Below is a list of upcoming support holidays where regular support will be closed. Emergency support is always available 24/7 365.
- New Year's Day (January 1st)
- Memorial Day (Last Monday in May)
- Independence Day (July 4th)
- Labor Day (1st Monday in September)
- Thanksgiving Day (4th Thursday in November)
- Christmas Day (December 25th)
What Does Support Cover
Standard support covers all questions and issues related to our software products.
If you purchased hardware from us, support also covers installing drivers, and basic troubleshooting of the hardware you purchased. Warranties on hardware purchased from us are through the manufacturer. In the event that you need to make a warranty claim, we will assist in getting that claim filed with the manufacturer.
How Fast Should You Expect Answers
We typically answer phone calls within 30 seconds.
Tickets get looked at within 2 business hours, and generally get resolved within 8 business hours.
Change Requests get handled via a quote and get implemented based on the agreed upon time line.
If you find a bug in our software, we will attempt to provide a work around for the issue while the reported issue gets evaluated for how it should be corrected.
Enhancement Requests should be submitted athttps://iwantthis.pinogy.com