PDQ priority support is included in PDQ Connect Premium plan. This service ensures a fast response to any technical questions or problems you have. PDQ priority support is already included in the Premium plan for PDQ Connect, so you don’t need to take any action to have this service available to you.
PDQ Priority Support Response Time
PDQ priority support ensures a prompt response to technical issues and problems. We're committed to a 60-minute response time within our regular business hours. That means you can generally expect a response within the hour (during normal business hours) from the Connect technical support team if you’re enrolled in the Premium plan.
Here are PDQ’s normal business hours:
- Monday through Thursday: 8 a.m. to 5 p.m. Mountain Time
- Friday: 8 a.m. to 2 p.m. Mountain Time
Response or Resolution?
Tech support issues can be complicated. While we are promising to provide a response within 60 minutes, we cannot promise to resolve your issue within an hour - some problems just need more time than that to solve! They may require internal discussion with engineering teams, internal testing and error analysis, or requests for the user to perform specific actions or tests, make adjustments, retrieve logs or information, etc.
Feel free to reply to your initial request if you have additional comments or information - just be prepared for the possibility to be answered with, "Hey, we're working on it!"
PDQ Priority Support Versus Account Management Support
PDQ priority support specifically covers technical questions and problems. If you need assistance with account management, your subscription, or anything else that isn’t technical, please reach out to your account manager instead. If you don’t have an account manager, you can submit a ticket to have our sales support team address your non-technical issue.
PDQ Priority Support FAQ
What is PDQ priority support?
PDQ priority support is an included service for customers enrolled in the Connect Premium plan. It ensures you get a response to your technical question within one hour (during our regular business hours).
What does PDQ priority support cover?
PDQ priority support covers any technical issues you may face with the product itself. It does NOT cover non-technical issues, such as billing or subscription questions.
Can I subscribe to PDQ priority support without being a Premium subscriber to PDQ Connect?
No. PDQ priority support is only available to Connect Premium customers.
Can I subscribe to PDQ priority support for other PDQ products (e.g., PDQ Deploy & Inventory)?
No. PDQ priority support is only available to Connect Premium customers.
Who do I go to if I have a non-technical question?
If you have a non-technical question, please reach out to your account manager or submit a ticket to our sales support team.
What’s the average response time for all other inquiries to PDQ?
We typically respond to all other inquiries within one business day.
