Technical Support Services: We’re Ready to Help
When you need assistance with your SmartSolve® quality management software, our Technical Support team provides unmatched service from first contact through resolution. Our customer-first focus empowers the Pilgrim Support team to resolve customer inquiries on the first call — eliminating the need for additional service calls and reducing time spent out of production. Our goal is to achieve 100% customer satisfaction through Total Contact Ownership, an industry best practice which guarantees that we take full responsibility for your call every time you request technical support.
Our Maintentance & Support Options Are:
Standard Maintenance & Support
Standard support includes software updates, unlimited access to our online technical support site, and unlimited phone and email support for two company project administrators.
Premium Maintenance & Support
Premium technical support services feature Standard Support services and extended coverage such as naming additional project administrators to submit support tickets. Premium support also grants you increased access to our support team with a priority toll-free hotline and a dedicated technical Account Manager who will fully understand your solution and your environment.
Application Support, an optional addition to Standard or Premium Maintenance, provides you prepaid access to Pilgrim’s Application Support Consultants. They partner with you, becoming an extension of your in-house team. True SmartSolve® experts, they can handle everything from report creation to SmartSolve form changes. Learn more about Application Support.
Regardless of which support package you select, our online technical support site provides your team with numerous resources. An unlimited number of users from your organization can access the information on this site. This includes:
- Tutorials on how to use Pilgrim’s online support system and how to submit a request
- Full text-search knowledge base
- Product updates and release schedule announcements
- Training center
- Custom reports for your business
- Downloads, patches, and upgrades
Automated Case Management for Quick, Efficient Resolutions
To better serve your support needs, Pilgrim uses an automated case management system for reporting and tracking issues. Our system allows you to designate a limited number of project contacts for creating issue cases within the application. Project contacts can submit, monitor, comment, and track software issues encountered within the application.
If you need to establish a user account, please contact Pilgrim Technical Support or your Account Manager.
Real-time Audit Support
We understand the importance of compliance, and we’re here to support you as you prepare for your regulatory audit. When you have an audit scheduled, our team is on alert, ready to provide tips and assistance with accessing the critical data and reports you need to be prepared. We immediately escalate your SmartSolve requests when you are actively involved in an FDA or regulatory audit, and we handle these requests with the highest priority.
We’re here to help you:
- Understand what information may be required from your system
- Leverage your SmartSolve solution to derive accurate data and reports
- Modify existing reports to pull specific data
- Achieve better success in responding to an auditor’s request for data
- Quickly navigate to record data within your SmartSolve solution
At Pilgrim Quality Solutions, our commitment to your success extends beyond quality management. We prepare you to succeed and guide you at the critical hour.