Introduction
As a valued customer of Pigment, we want to ensure that you have access to the support you need when encountering questions or issues with Pigment.
To facilitate this, we have developed an online portal exclusively for support. This article guides you through the steps of using our online portal to raise forms and access the necessary assistance for your product-related inquiries.
Pre-Contact
Before contacting our Support team, we offer multiple resources to provide answers!
Search the Knowledge Base
You can find information on how our features work in our Knowledge-Base section. Every function has its own article and the most frequently asked questions about modeling are answered. For more information, see Pigment Documentation.
Explore the Community
If you have an advanced question about how to model complex cases, you should find tips within the Community.
We recommend asking your peers by creating a Community question! This also has the added benefit of helping others who might have the same question in the future.
Online Portal
Access the online portal directly
To access the online portal, go to https://support.pigment.com/
Access the online portal in Pigment
- Click the Get help icon at the bottom of the sidebar.
This opens the Resource Center at the bottom right of your screen. - Select Contact Support.
Navigate the online portal
When you have signed in to the online portal, you’re presented with various sections and options designed to support partners.
These sections are;
- Knowledge Base. Browse through a collection of articles and resources that provide detailed information on product features, installation instructions, troubleshooting tips, and frequently asked questions. The Knowledge Base is part of our Community.
- Community: Where you are reading this article, and where you can connect with other Pigment Members.
- View All Tickets. View all tickets you have previously raised, this includes solved cases. You can export this list, and view ongoing tickets, and add updates. You are also able to update the priority of cases here. You can only view tickets you yourself have raised.
- Submit A Ticket: Submit a new case, our form types are detailed later in this article.
Raise tickets for Product Support
To seek product support through the online portal, follow these steps:
- Go to the Portal.
- Select Submit a Ticket.
- From the drop down, select a Request Type.
- Fill in the mandatory fields.
The more information you provide the better equipped we are to support you. - Click Submit.
You will then receive an email with your ticket reference.
Follow-up and communication
After submitting a Support form, our Support team will review the information and initiate the necessary steps to assist you. To facilitate effective communication, keep the following points in mind:
- Check your email regularly for updates and notifications from the Support team.
- Respond promptly to any requests for additional information or clarification from the Support team.
- Avoid sending multiple inquiries or duplicate tickets, as this may delay the resolution process.
- If necessary, provide any relevant screenshots, error messages, or supporting documentation to help the Support team understand and resolve your issue. We are much more effective in solving issues when we understand how to replicate them.
- When your issue has been resolved, consider providing feedback on the support experience to help us improve our services.
To view your ticket in the portal, go to Tickets in the top navigation bar. You can then view your existing tickets, and export them.
Request types
We have a variety of requests you can make, they are detailed below:
Modeling Question
Ask any questions relating to modeling within Pigment.
Raise a Critical Incident
Let us know about a critical incident or outage impacting your environment.
Technical Issue
Let us know about a product bug.
General Inquiry
Ask a general question, or get support on the Academy or Community.
Authentication Configuration
Request or Amend SSO on your Workspace.
Service Level Agreements (SLAs)
You will receive the relevant SLA, dependent on your contract.
Standard Support Response Times
| Priority | Initial Response Time | Subsequent Response Time |
|---|---|---|
| P1, Critical Incident | 4 Business Hours | 2 Business Hours |
| P2, Major Incident | 8 Business Hours | 8 Business Hours |
| P3, Standard Incident | 24 Business Hours | Ad-Hoc |
Premium Support Response Times
| Priority | Initial Response Time | Subsequent Response Time |
|---|---|---|
| P1, Critical Incident | 2 Business Hours | 2 Business Hours |
| P2, Major Incident | 4 Business Hours | 4 Business Hours |
| P3, Standard Incident | 24 Business Hours | 24 Business Hours |
Operating hours
We currently have Support Specialists in AMER and EMEA. Your service region will be specified in your contract.
- EMEA - Support Services are provided between 09:00 to 18:00 (Central European Time) on Monday, Tuesday, Wednesday, Thursday, and Friday with the exception of regional bank holidays.
- AMER - Support Services are provided between 09:00 to 18:00 (Eastern Standard Time) on Monday, Tuesday, Wednesday, Thursday, and Friday with the exception of regional bank holidays.
Policies
Our full Support and Maintenance Policy is accessible online.