If you're a current client looking for information about training or technical support on our software, you can find sign-up links for our weekly webinar trainings and one-on-one office hours on this page, or visit our Help Center or YouTube channel for step-by-step instructions, documentation, and video tutorials.
Regular Technical Support Hours are 9:00 a.m. - 5:00 p.m. Pacific Time Monday – Friday
Election Season Extended Support are 5:00 p.m. - 9 p.m Weeknights (Monday to Friday evenings) and 9 a.m. - 9 p.m. Weekends (Saturday and Sunday).
Support Policy:
PDI shall generally provide the following support services regarding your use of the Services (but subject to change in the discretion of PDI; we will post any material changes to support services on our Site from time to time):
(a) PDI will provide technical support as described herein to the customer (“Customer”) via electronic email on Business Days during the hours of 9:00 am through 5:00 pm Pacific time (“Support Hours”). “Business Days” means all days excluding Saturdays, Sundays and the federal legal public holidays specified in 5 U.S.C. § 6103(a). Please note: Our support team will be responding to urgent tickets and emails to clients during Election Season for our extended Support hours which will be 5:00 pm - 9:00 pm Weeknights (Monday to Friday evenings) and 9:00 am - 9:00 pm Weekends (Saturday and Sunday).
(b) Customer may initiate a helpdesk ticket during Support Hours by submitting a ticket here https://pdihelp.zendesk.com/hc/en-us/requests/new
(c) PDI will use commercially reasonable efforts to respond to helpdesk tickets, if any, opened by the Customer, through email and/or phone or any other reasonable helpdesk ticket mechanism specified by PDI, within one Business Day. PDI will be deemed to have responded if it makes a good faith effort to contact the Customer within one Business Day, even if that attempt does not succeed in reaching a Customer representative within the response time. PDI will fulfill its support obligations if it responds to a helpdesk ticket within one Business Day, whether or not it succeeds in resolving the issue that prompted the helpdesk ticket within one Business Day.
(d) PDI will provide the Customer an estimate on providing a resolution to open helpdesk tickets.
(e) PDI and the Customer will mutually prioritize the resolution of helpdesk tickets.
(f) PDI may close a helpdesk ticket without further responsibility or obligation if the Customer does not provide appropriate feedback to PDI within 48 hours of receiving a fix, or if the Customer fails to respond to a request for additional information within a reasonable time.