Solving today's challenges and laying the foundation of efficiency and flexibility for tomorrow.

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.

Hours of Support:

• 8 hours x 5 days excluding holidays
• Monday through Friday 9:00 AM – 5:00 PM ET

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 an opportunity to extend Product Support by either:   

• Hours of Support to 24 hours x 7 days
• Support Coverage to include Product Support plus configuration and customization support.

Application Maintenance Support  

For those customers who choose Extended Support, Portico’s Application Maintenance Support offers access to 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.

Application Maintenance Support is Extended Support plus minor enhancement requests with an effort of less than 20 hours (per enhancement request).  A maximum of 40 hours per month can be used for minor enhancements.

Hours of Support is determined by the Extended Support Agreement.