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.
Building a Culture of Service Excellence
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.
Our Three Tenets of Excellence
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:
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.
24/7 Multi-channel Technical Support Access to Technical Support via phone and support portal
Software Downloads, Updates and Maintenance Access to patch
Access to Support Portal, Knowledgebase and Community Faster response and restore times for support cases
Define Success Metrics Resources to help you define and track success metrics
On-demand Product Training Ramp-up new team members and learn about updates
Strategic Visioning Session Strategy sessions with experts
Enhanced SLA’s Faster response and restore times for support cases
Support Account Management A team of advocates to monitor cases and assist with escalations
Technical Account Manager A cross-functional advisor to aid in your long-term strategy and ROI
Dedicated Support Team To manage cases and engage engineering when needed
VIP Phone Number Dedicated number to access senior technical resources
Expedited Support Experience Jump the queue to accelerate case resolution
We’ve Got Your Time Zone Covered
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.