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To say that we are passionate about customer delight is an understatement. Your long-term success is literally our success. We want to see you get maximum value out of your ServiceMax solution, every time you log in, for the rest of time.
Our team of field service and cloud computing pros will answer your product questions and resolve issues quickly and efficiently. And the ServiceMax customer portal means you can submit, update, and monitor cases in an instant and get your issue solved asap.
We listen and deliver. Our product roadmap is driven by a combination of our customer’s feedback, market data and our own innovation. And we engage our entire company, from sales to professional services to engineering to executives, whenever necessary to ensure customer delight.
Because each of our customers’ needs is different, we offer several support options to suit your unique requirements and ensure long-term success.
| Offering | MaxCare Basic | MaxCare Premier |
|---|---|---|
| Technical Support Hours |
9am – 5pm PST M-F 9am – 5pm IST M-F |
24 Hour Support M-F 24x7 Support on P1 Issues |
| Initial response |
4 business Hours for P1 issues 24 business Hours for P2 issues 48 business Hours for P3 issues |
4 business Hours for P1 issues 24 business Hours for P2 issues 48 business Hours for P3 issues |
| Assigned Represenative | Primary Customer Support Advocate, Plus back up from Customer Support Team | |
| Case Limit | Unlimited | Unlimited |
| Online Case Creation | Included | Included |
| Priority Queue | Included | |
| Toll Free Access (US Only) | Included | Included |
| Release Notes Review | Yes | |
| Health Check & Product Roadmap Review | Once per Year | |
| Scheduled Review of Open Issues and Priorities | Monthly |