Managed Services and Support Frequently Asked Questions

PEI can support a wide range of technologies and platforms. However, your devices and systems can only be covered under a Managed Services Agreement if they are currently supported by the manufacturer and haven’t reached End of Life.

Systems that aren’t eligible for support under a Managed Services Agreement with us can still be supported on a Time & Materials basis.

For more detailed information, please see our Supportability Matrix.

In order to best integrate with your business and provide optimal support, PEI will collaborate with you to select a start date that works for both your business and ours. Onboarding can typically take 4 to 5 weeks after you sign the contract and is dependent on a number of factors–some that you control, and some that PEI controls.

Keep in mind that managed services onboarding is a collaborative process. PEI will need to receive the needed credentials and access before onboarding can be moved forward. Your account with be assigned an Onboarding Success Manager who can work closely with you to avoid missing information delaying your go-live date.

In most cases, PEI can offer same-day support service for your business. Before we begin, new customers will need to sign our Professional Services Agreement, which just means you agree to our engineering rates and to accept services from PEI.

Here are a few things to keep in mind about ad-hoc, same-day support for new customers:

• Same-day support doesn’t always mean same-day resolution. Depending on the severity and breath of your IT problem, it may take longer to solve than a few business hours.
• While we can offer same-day support to new customers in most cases, we can only fully guarantee same-day priority support to our Managed Services customers.

Yes. We have an on-call engineer ready to assist with your emergency IT needs! PEI offers 24/7/365 emergency support for all our existing customers. After-hours support requests are subject to an additional fee.

If you’re a new customer, you’ll need to contact us during business hours in order to set up your account with us. Once you’re in our system, you’ll be able to utilize our after-hours support services!

To reach our after-hours support team, you’ll need to submit your help ticket by phone (not email). Please call our mainline number at 303.786.7474 and follow the prompts to reach our on-call engineers.

You’ll need to leave a message with your request, and our on-call engineer will review and follow up as quickly as they’re able.