PragLife Support
At Pragmatrix, we recognize that exceptional customer support is the cornerstone of a successful partnership. That's why we offer a multi-tiered support model designed to provide you with the assistance you need, precisely when you need it.
Our commitment to your success extends far beyond the initial implementation of PragLife. We're with you every step of the way.
Begin your journey with our system-integrated chatbot, available 24/7 to answer your questions on system usage or to report non-emergency errors. For more in-depth inquiries, our dedicated email support team is ready to respond promptly and comprehensively. When you require real-time guidance, schedule a shared-screen phone call with our experts to troubleshoot issues and receive personalized assistance. During business hours, our telephone support team is at your service, offering immediate solutions and peace of mind. For mission-critical operations, our 24-hour support ensures that help is always within reach, no matter the time or day.
Level 0
Support Type & Availability
Self-service
24/7
Key Features
AI Chatbot
Knowledgebase
FAQs
Video Tutorials
Scenarios
Password resets
Browser issues
Basic how to
Finding information
Benefits
Instant
No human needed
Cost-effective
Level 1
Support Type & Availability
Email assistance
Response in 1 business day
Key Features
Non-urgent
New users
Feature requests
Account management
Scenarios
Access Requests
Minor troubleshooting
Feature Guidance
Bug Reporting
Benefits
Low-cost
Step-by-step guidance
Detailed responses
Level 2
Support Type & Availability
Phone: General Support
Business hours
Key Features
Live assistance
Urgent issues
System errors
Billing Enquiries
Scenarios
Urgent access
System malfunctions
In-depth troubleshooting
Payment issues
Benefits
Personalized
Expert assistance
Faster resolution
Level 3
Support Type & Availability
Phone: Tech Support
Scheduled
Key Features
Screenshare
Troubleshooting
Data issues
Advanced configuration
Scenarios
Data recovery
System errors
Previous tiers unsuccessful
Integration support
Benefits
Technical expertise
Advanced problem solving
Audit Trail Review
Level 4
Support Type & Availability
Priority Phone Support
24/7
Key Features
Emergency
Highly complex
All types of issues
Dedicated account manager
Scenarios
Global accessibility
Critical system failure
Priority handling
Multi-lingual options
Benefits
Highest priority
No wait
White-glove service
Pragmatrix's dedication to global accessibility shines through our multi-lingual support options, catering to your diverse workforce and international operations. Our unwavering commitment to customer satisfaction has earned us a reputation for excellence in the industry. With Pragmatrix as your partner, you can confidently navigate the complexities of your life sciences operations, knowing that unparalleled support is always at your fingertips.
