PDWare understands how important it is to be available to support our clients. We also appreciate the fact that each of our clients is different and will need personalized attention to meet their individual requirements. We strive to meet our clients’ needs by supplying a human response, and a customized solution to whatever questions or issues they bring to us.

90% of all inquiries receive a live response within 1 business day.

55% of those responses are within 1 hour of inquiry.

We have a staffed Support Desk that uses modern trouble ticketing technology to assist them during business hours. This makes it easy for our clients to report their issues. All they need to do is send an email to support@zendesk.pdware.com which automatically creates a work ticket.  Once received, the ticket is assigned to a human software expert to work on the issue.  We do not use bots. We have highly qualified and trained staff members who will work to find a solution.  If more information is needed, a Support Desk technician will reach out directly to the client. Our goal is to make sure all issues are resolved in a timely manner that is also satisfactory to the client.

The support team has been extremely helpful, and I’ve received prompt responses to all of my queries. I must commend them on the excellent service they provide and their willingness to go above and beyond. This week, they even assisted me in creating a script to automate a process, which was a great help. Please convey my gratitude…” – PMO Manager 2023

First Reply Time Median

60 min

First Resolution Time Median

14.4 hrs

Full Resolution Time Median

24.3 hrs

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