Customer Support

The Publishing Services support team is here to handle your business needs 24 hours a day, 7 days a week. This means that when something comes up at 3:00 AM the night before your big product launch, our always on-call staff is just a phone call away.

In addition to providing thorough, consistent support 24×7, we’re also constantly monitoring all of our applications and can set up customized alerts tailored to your specific business needs.

The Support Process

When an issue arises and you submit a support ticket, you will be directed to the Tier 1 domestic team in Baltimore or APSI’s international tier 1 team in Waterford, our first lines of defense. Our Tier 1 agents will handle your ticket entirely or escalate as needed to the necessary experts in our application-specific Tier 2 support teams. Our application experts will work to solve your current ticket or problem and, more importantly, identify and fix the root causes of the issue. No ticket is too big or too small, and your needs will be addressed in a thorough, efficient manner.

Engagement and Communication

Throughout the support process you will always feel engaged and informed as to where your current item stands. Whether it’s a simple setup or a complicated issue that needs to be escalated to the highest level experts and product gurus in our company, we’ll consistently keep you updated as your ticket moves through the triage process.  Our service level for communication is to provide feedback on where your request stands every three days.

With Publishing Services Customer Support, you’ll get the solutions you need, night or day.

 

Have a support issue? Email help@pubsvs.com or call 443-353-4444 for 24×7 support. We’re standing by and happy to help.