Support

Product Support
Portico Systems’ Product Support offers comprehensive support services to ensure the smooth operation of your Portico solution. Portico’s experienced support staff helps you to resolve problems quickly and effectively and is dedicated to ensuring your complete satisfaction in all support requests. Product Support handles product questions, product defects and configuration questions.

Levels of Support:
• Basic: 8 hours x 5 days excluding holidays
  • 8:30 AM – 4:30 PM ET
• Enhanced: 12 hours x 5 days excluding holidays
  • 8:30 AM – 8:30 PM ET
• Comprehensive: 24 hours x 7 days

Please note that Product Support does not provide support for configurations specific to your plan and/or implementation.  For support of your plan’s specific configuration, please see the Extended Support options below.

Extended Support
Portico’s Extended Support offers customers Portico experts to maintain and enhance your Portico solution. Our trained professionals maintain specific expertise in your Portico solution configuration. This ensures that you always have a support team that is familiar with and knowledgeable about your business practices.

Extended Support is Product Support plus configuration and customization support, data feed support and enhancement requests with a development effort of less than 20 hours (per enhancement request). A maximum of 40 hours per month can be used for enhancements.

Levels of Support:
• Basic: 8 hours x 5 days excluding holidays
  • 8:30 AM – 4:30 PM ET
• Comprehensive: 24 hours x 7 days