a good thing!
Metrics That Matter
The world of enterprise security and IAM is serious business, so we take action and will never leave you hanging. But the proof is in the numbers. Here are some response rates and resolution metrics our customers can count on.
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.
Always On. Always Fast.
We offer a complete suite of IAM solutions and customer support capabilities that are unmatched in our industry. To us, providing superior customer support isn’t a numbers game. It’s about treating our customers’ perceptions as our reality, and it’s about providing our customers with the highest quality support possible. This means that our support team is always on and always fast. Our commitment to speed and availability means that our customers can rely on a level of service they won’t find anywhere else.
Our 3 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 our solutions are in place to accelerate your digital transformation projects, and we understand that this is critical to the success of your business. Our primary goal is to restore your service. We hold ourselves accountable to these three tenets of service excellence:
Each and every interaction with our support engineers should be of the highest quality throughout the process.
We understand that each issue has a business impact that requires a strong customer support partner who
acts with a sense of urgency.
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.
We've Got Your Time Zone Covered
Our support centers are strategically located in three major metropolitan areas around the world: US, Canada, EU and Australia. 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.