Our commitment to customers is to deliver a remarkable customer experience with the tools and support they need to ensure that their business operates without disruptions. Our tenured support team includes support engineers with more than 10 years of experience supporting the Pulse Secure product family. In addition, we offer the industry’s fastest response times for urgent issues to ensure quicker resolution.
To further support our customers’ mission critical networks, we have recently introduced new Customer and Technical Support Services.
So what’s new?We have enriched our support offerings with the introduction of Gold and Platinum services giving customers’ access to Pulse Secure Knowledge Base, Forums, Technical Document Library, Software Updates, and other support tools. Add-ons include Health Check Analysis, Quarterly Business Reviews, and Product Issues Impact Review that provide you valuable insights into your deployment and help you prevent issues before they occur. These services provide multiple options for our customers to protect their secure access deployment across various scenarios and provide immediate access to expert Pulse support engineers.
Need to escalate an issue? Platinum customers can utilize the “Escalate Now” button in our Case Management tool which will alert our support management team. For organizations that require support by US Citizens – we can meet that requirement with our Platinum Add-on service.
If you’d rather find your own answers, we have integrated our Case Management tool with our Knowledge Base to provide answers to common and known issues. And if that still doesn’t do the trick – our team of professionals are available for global support 24/7. Additionally we recognize that it’s a big world out there and we have deployed service centers in California (USA), Massachusetts (USA), Poland, Amsterdam, Dalian (China), Chennai (India), and Bangalore (India). We can provide local language support to customers in English, German, French, Dutch, Arabic, Mandarin, Japanese, and many other languages.
For more information on Pulse Secure Customer Support, visit https://www.pulsesecure.net/support/.