The mission of the Practical Programs Software Support Team is to deliver
complete, personalized service and assistance to all our service contract
customers. PPI provides service & support from our US headquarters
in Houston, Texas. Additionally, we partner with our software development
team and global distribution partners to provide even broader support
Software support delivery is provided via email, telephone or an on-site
option if required. Standard support hours are 08:00 through 17:00 US
Central Time zone, although analysts are available around the clock for
Severity 1 (system down) situations as well as prescheduled assistance.
How to Reach Practical Programs
PPI support personnel may be reached by various methods:
NOTE: In an after hours emergency situation, follow the voicemail prompts to reach a technical support analyst.
Dumps, logs & other supporting information may be requested in some
situations and can be provided by compressing those files.
When reporting a problem no matter which method is used, the following
information must be supplied:
1. Customer name and office location
2. Customer contact name, phone number and email address
3. PPI – Dv TDM host operating system types and Dv TDM version
4. Problem description and issue severity level
Once a problem is reported to PPI, it is entered into a problem tracking
system and assigned a Ticket ID. Customers may get the current status
of their problem by simply contacting us and requesting the status of
their assigned Ticket ID.