How do I contact the Service Desk?

Customer Portal
Written By Pinnaca Team

Service Desk Opening Hours

  • For all issues, the service desk is open Monday through Friday, 09:00 to 17:30 (UK office GMT/BST and France Office CET).

  • Outside of our business hours, we do operate a 24x7 emergency service in which we are available to assist you. An emergency is classified as your system is down or you cannot serve a customer - and in this case our dedicated team will be ready to provide support.

  • If you have non-urgent issues outside of business hours, please email support@pinnacaretail.com or log a support ticket via our Customer Portal so we can address them the next business day. You are also welcome to call us if you prefer to have the ticket logged for you.

How and when to use our Service Desk

All issues should be logged with our service desk in the first instance. We aim to resolve your issue or request as quickly as possible.

  • Phone - If you have an emergency we advise you call us.

  • Email/Customer Portal - If you have a non-urgent issue or a how-to question please email support@pinnacaretail.com .

  • Telephone - You are also welcome to call us if you prefer to have the ticket logged for you.

What to expect when you contact our Service Desk

  • When you call the service desk, please provide your name, company, and location.

  • We will ask you to describe the issue or ask a question and issue a Ticket Number.

  • Please keep the ticket number handy. It will help us respond quickly to your case.

  • You will be automatically updated whenever our engineer updates the ticket.

  • If your issue is an emergency (Priority 1/P1) you will be transferred to an engineer to begin troubleshooting.

  • We may remotely access your device for you to show us the issue first hand.

How to contact our Service Desk

By Telephone

For URGENT issues or questions, please CALL FIRST, as it’s the quickest way to get a response.

  • 🇬🇧 UK +44 (0) 20 3747 4366

  • 🇫🇷 FR +33 1 87 21 46 87

By Email

Our ticketing system will log your email, and an engineer will call or reply.

Online Customer Portal

You can log new support tickets and check the progress of outstanding tickets using our Customer Portal.

For more information on how to use the new Customer Portal, please follow this guide: How do I use the New Customer Portal?

Please Note: The old customer portal has been depreciated and is no longer in use. To access the new customer portal, you must set up an account using the company email address you have registered with Pinnaca.

Pinnaca Team
Previous

How do I use the new Customer Portal?
Next

What are the Projects Team Service Level Agreements (SLA)?