Providing Global, 24/7 Dedicated Customer Support
Did you know that GroundProbe operates a proactive, 24/7, on-demand, global support service dedicated to providing instant technical support?
With a direct connection to expert technical support specialists, our 24/7 Customer Support Desk responds to and addresses any technical issues. The highly responsive team provides a genuine response to support requests within 1.2 hours on average.
When an issue arises, it is automatically escalated through four hierarchical levels of support. Staffed with experts, 80% of all issues and concerns are resolved at Level 1 (Technical Specialist), with 95% of all issues resolved once escalated to Level 2 (Service Manager). If a greater level of engineering assistance is required, the case will be accelerated through to the reliability engineering team, and when needed, further to the product development team, ensuring that customer concerns are always met.
Once a support request is logged, our system automatically generates tickets, enabling customers to track the progress of the request in real-time, comment on live tickets and rate our service.
This is our commitment to providing our customers with the best support they deserve.
The easiest way to log a support request is through our portal. To access the portal simply visit GroundProbe Customer Support Desk.