support


Perconti Data Systems, Inc.  is known throughout the industries that it services for superior customer service.  If you are frustrated by endless phone trees, automated assistance and response emails, and no accountability from your service provider, we invite you to experience PDS Support.   Everyone talks about customer service and support, we prefer to let our customers and track record speak for itself. 

~ Most of our customers have been with us for over 15 years and multiple product upgrades and improvements.
~ All of our customers have dedicated support developers that are responsible for providing support and making necessary changes.
~ Our customers have direct line phone support to their assigned developers.

Phone/Email Support Hours are Monday - Friday 8:30am - 5:00pm ET (excluding holidays)
Emergency Email Support Hours are 7am-7pm ET, 7 days a week.

Published Rates:

Hourly Rate: $175 per hour (4 hour minimum)
Onsite Rate: $1,750 per day plus expenses

Maintenance Agreement Customers

Hourly Rate: $125 per hour (2 hour minimum)
Onsite Rate: $1100 per day plus expenses

2017-2018 Holidays

Monday, January 2, 2017 - New Years Holiday
Monday, May 29, 2017 - Memorial Day
Monday, July 3, 2017 - Independence Day
Tuesday, July 4, 2017 - Independence Day
Monday, September 4, 2017 - Labor Day
Thursday, November 23, 2017 - Thanksgiving Holiday
Friday, November 24, 2017 - Thanksgiving Holiday
Monday, December 25, 2017 - Christmas Holiday
Tuesday, December 26, 2017 - Christmas Holiday
Monday, January 1, 2018 - New Years Holiday

Annual Maintenance Plans

Almost all of our customers take advantage of the annual maintenance agreements that PDS offers.  Annual maintenance is prepaid and offers service and support at substantially discounted rates as well as priority service over non-maintenance agreement customers.  The maintenance agreements differ among the products that we offer relative to the customization of those products.

CD-Plus Maintenance Plans

Unlike traditional plans, our maintenance agreements are unique in that customers pay at a rate of a specified number of hours per month.  Not only can the alotted monthly maintenance be used to make corrections and changes in the system, but they can also be used for training, consulting, and enhancements.  All CD-Plus Online, PDS Intraweb, PDS Web Services, PDS Plans, and PDS Mobile customers are required to have a minimum of the silver maintenance plan. In April of each year, we publish the pricing for the following year's maintenance.  The maintenance letter and information are listed below:

2017 CD-Plus Maintenance Information Letter (acrobat)
2017 Sample Maintenance Agreement (acrobat)


Utopia Maintenance Plans

Utopia maintenance plans differ from the CD-Plus maintenance plans due to the nature of the utopia product.  All of the utopia systems utilize the same code base, so all maintenance plan customers are entitled to receive all code updates during the maintenance year. Utopia plans also differ in contact methods. To keep costs low, we have several different methods of contact as well as one plan that includes time for report customization.

2017 Utopia Maintenance Information Letter (acrobat)
Sample Maintenance Agreement (acrobat)

Approved Support Interfaces

Our annual maintenance agreements require the customer to provide remote access in order to provide adequate support.  Currently, we will accept the following methods:
TeamViewer

Of course we will be happy to consider other solutions which will be added to this list as they are approved..