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 877-360-4363

Regular Support Hours

Monday - Friday, 9 AM - 6 PM Eastern

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 and emergency support availability varies.

2022:  

  • Saturday, December 24th:  Regular Support closes at 4PM
  • Sunday, December 25th: Closed (Christmas)
  • Saturday, December 31st: Closed, After Hours Support is Available till 4PM (New Years Eve)

2023:

  • Sunday, January 1: Closed, After Hours Support is Available




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