Maintenance and Support

Client Responsibilities for Maintenance and Support

The client shall use commercially reasonable efforts to perform the following tasks with regard to Maintenance and Support:

  • Maintain a competent and complete technical understanding of its own technical infrastructure.
  • Develop knowledge and understanding of the Licensed Software to be deployed.
  • Accurately characterize Licensed Software problems reported and describe their business impact.
  • Reasonably describe symptoms of Licensed Software problems.
  • Provide background information leading up to Licensed Software problems.
  • Describe Client steps or actions to try and resolve such problems.
  • Describe, if applicable, any changes to the Licensed Software environment.
  • Submit validated log, configuration, and other files to Company for analysis.
  • Provide timely and accurate responses to Company’s requests.
  • Provide timely feedback on fixes and recommendations.

Maintenance and Support Escalation Procedures

The client shall provide an accurate description of the problem and the severity of the problem, stating the circumstances that lead to the severity condition. The actual severity level may be re-determined by the parties during the problem resolution process, but Company shall have the final authority as to the actual designation. Company shall respond to problems with the Licensed Software based upon the severity of the problem according to the following schedule:

Ticket Process and Escalation Path for Maintenance and Support Issues

Please follow the steps below for opening a support ticket:

  • Send an email to for any new and open requests. A new ticket number will be assigned to all new tickets and any existing tickets.
  • Call +1-888-TPSOLVE (1-888-877-6583) during regular business hours to create a new ticket or get updates on an existing ticket.
  • Please provide a brief description of the request in the subject line and indicate the priority level. The priority level is important.
  • Provide details of the ticket in the email; send attachments, logs that may be useful for troubleshooting, etc.
  • A ticket will be created within our ticketing system, and a ticket number will be assigned. You will receive an email with the ticket number.
  • Please make sure to reply to the same message with the ticket number for any further conversation related to this ticket. The ticket number in the subject line is very important and the format cannot be changed. Example- Subject: ##123##.
  • Please make sure that is copied on all email correspondence for tracking purposes.
  • Pointel engineers will work on the ticket, and you will receive communication and updates from our support team.
  • Once the issue is resolved, the ticket will be closed, and a notification will be sent to you.
  • For any existing tickets, please send an email to A ticket number will be assigned to the same, and can be worked on in parallel without any interruption.