Orangutech’s Help Desk team is the primary point of contact for all client inquiries. The Help Desk is staffed by knowledgeable support specialists trained in Pathlight’s technical and operational aspects.
Support Levels:

• Level 1 Support: Initial issue triage, basic troubleshooting, and assistance with general inquiries.
• Level 2 Support: Advanced troubleshooting, bug identification, and resolution of complex technical issues.
• Level 3 Support: Involves the development team for critical incidents, software defects, or feature-specific challenges.

If an issue is not resolved within the standard response timeframe, clients can escalate their concerns as follows:

• First Escalation: Escalate to the Support Manager if a Level 1 or Level 2 issue remains unresolved within 48 business hours.
• Second Escalation: Escalate to the Client Success Manager if the issue persists beyond an additional 24 business hours after the first escalation.
• Final Escalation: Escalate to the Executive Team for critical issues impacting core business operations.
• Escalation Contact: Clients are provided with a dedicated escalation contact list, available within the support portal.

Online Support Portal

The Pathlight Support Portal serves as a central hub for all client support resources. The portal provides clients with access to the following features:

• ​Submit and Track Tickets: Create new tickets, track the progress of existing tickets, and communicate with the support team.
• Knowledge Base: Access comprehensive guides, troubleshooting tips, and FAQs.
• User Community Forums: Engage with other Pathlight users to share experiences, best practices, and solutions to common challenges.

Video Tutorials and Webinars

• Orangutech offers a series of Video Tutorials to help clients understand and maximize the use of Pathlight. These tutorials cover a wide range of topics, from basic setup to advanced features.
• Regular Webinars are hosted by the product team to demonstrate new features, provide training, and discuss best practices.

User Manuals and Quick Start Guides

• Clients are provided with User Manuals and Quick Start Guides as part of the onboarding process. These resources are available for download on the support portal.
• Printed copies of key documentation can be requested through the Help Desk.

Scheduled Check-Ins

Orangutech’s Client Success Team schedules regular check-in calls with key stakeholders to review Pathlight’s performance, discuss ongoing support needs, and explore potential improvements.
Frequency: Quarterly or as needed, based on the client’s preferences and engagement level.

Release Notes and Change Notifications

Clients receive Release Notes for all new updates, outlining the changes, new features, and resolved issues. Release notes are shared via email and published on the support portal.
Change Notifications: Clients are notified in advance of any scheduled maintenance or significant changes that may impact service availability.

Client Satisfaction Surveys

Following each major interaction or ticket resolution, clients are invited to complete a Client Satisfaction Survey (CSAT) to provide feedback on their experience. Survey results are reviewed by the Client Success Team to identify opportunities for improvement.

Configuration and Onboarding Assistance

Orangutech offers Configuration Assistance for new clients, ensuring Pathlight is set up and optimized for the client’s unique environment.

The Onboarding Program includes training sessions for IT administrators, power users, and end-users to facilitate a smooth adoption of Pathlight.

Dedicated Account Manager

Each client is assigned a Dedicated Account Manager who serves as the primary point of contact for escalations, strategic discussions, and ongoing relationship management.

The Account Manager works closely with the Client Success Team to proactively address client needs.

Professional Services and Custom Solutions

Clients with specialized requirements or complex deployments can leverage Orangutech’s Professional Services. These services include custom configurations, integrations with third-party systems, and tailored training programs.

Pricing

Professional services are available at a per diem rate and can be arranged through the client’s Account Manager.

Emergency Support Line

For critical incidents impacting core business operations, clients have access to an Emergency Support Line that operates outside standard business hours.

Availability: 24/7 for priority 1 incidents, such as major outages, security breaches, or system failures.

Response Time: Immediate acknowledgment and Level 3 escalation within 30 minutes of the incident report.

After-Hours Monitoring

Orangutech’s technical team monitors Pathlight’s performance after hours using automated alert systems. If an incident is detected, the on-call support staff is notified to take immediate action.

Client Feedback Loop

Orangutech actively encourages clients to provide ongoing feedback on support services, product features, and documentation.
Feedback is reviewed regularly, and improvements are made to support processes, self-service resources, and communication methods based on client input.

Support Quality Audits

The support team conducts Quality Audits to ensure that support interactions meet Orangutech’s standards of professionalism, responsiveness, and technical accuracy.

Regular training sessions are held to keep the support staff up to date on new Pathlight features