a good thing!
We’re holding ourselves accountable to the service our customers deserve
For Severity 1 Issues:
US/NA (TOLL-FREE) 1-855-355-PING (7464)
EMEA +44 (0) 808 196 0788
APAC +61 1800370 672
Here at Ping, we know that without our customers we wouldn’t exist. Our top-notch, customer-first service approach is an important part of our long-term success. Our customers will tell you that we don’t make promises that we can’t follow through on—we always deliver. It’s that confidence and trust in us that drives our team every single day.
At Ping, we know that without our customers, we wouldn’t exist. This is why we put our customers at the heart of everything we do. Our top-notch, customer-first service approach is a major part of our long-term success. Our customers know that we don’t just make promises. They know that we deliver. And it’s that confidence—that trust—that drives and motivates us every single day.
To align our service commitments with our customers’ needs, we don’t take a typical approach to customer support. We know that the solutions we have in place are there to accelerate your digital transformation projects. We also understand that this is critical to the success of your business. Therefore, we hold ourselves accountable to these tenets of service excellence:
Customer Satisfaction
Each and every interaction with our support engineers should be of the highest quality throughout the process.
Fast Response Time
We understand that each issue that arises can have a unique impact on business. This requires a strong customer support partner who will act with a sense of urgency.
Severity 1 Restore Time
Unlike typical key support metrics and success factors, we’re intensely focused on restoring your service—not breezing through tickets to meet a quantity metric.
Every customer gets robust support with our “Standard” package. For customers who want tailored options to meet specific SLAs, resolve major incidents, or help with staff turnover, we offer additional support packages.
| Standard | Platinum | Elite | ||||
---|---|---|---|---|---|---|---|
| Included for | Contact Sales | | ||||
24/7 Multi-channel Technical Support | | | | ||||
Software Downloads, Updates and Maintenance | | | | ||||
Access to Support Portal, Knowledgebase and Community | | | | ||||
Define Success Metrics | | | | ||||
On-demand Product Training | | | | ||||
Strategic Visioning Session | | | | ||||
Enhanced SLA’s | | | | ||||
Technical Support Account Manager | | | | ||||
Technical Account Manager | | | | ||||
Dedicated Support Team | | | | ||||
VIP Phone Number | | | | ||||
Expedited Support Experience | | | |
Our support centers are strategically located in three major metropolitan areas around the world: Denver, London and Melbourne. This allows us to provide global support, 24/7. So even if your employees, partners and customers are all in separate time zones, we’re on call and ready to get you back up and running.
Start Today
See how Ping can help you deliver secure employee and customer experiences in a rapidly evolving digital world.
Request a free demo
Thank you! Keep an eye on your inbox. We’ll be in touch soon.