Definitive pursues a future in which its PPM solutions are broadly recognized as best-in-class.

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State of the Industry: Trends suggest a growing demand for more integrated, decision-centric PPM solutions.

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The National Guard Bureau Counterdrug Division selects Definitive to assist with prioritizing threats.

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Definitive Pro’s T-Shirt Size Estimating feature enables resource managers to efficiently create early-stage project cost estimates.

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Definitive provides a broad range of consulting services to facilitate decision-making, solve complex problems, and manage portfolios and projects.

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Prioritize your projects and optimize spend. Use our portal to manage demand and develop better plans, forecasts, and budgets.

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Technical Support

Definitive is committed to providing comprehensive technical support as part of your subscription to Definitive Pro®, ensuring that your experience is seamless and efficient. Our technical support team is available during business hours to assist with user questions, bug fixes, security patches, and enhancements, with requests easily submitted via the embedded Zendesk support chat widget.

Our Technical Support

Committed to Total Customer Satisfaction

Definitive provides technical support to the customer, consistent with our Managed Services Agreement. A summary includes:

  • Scope: Technical support is included in the subscription price of Definitive Pro®, which includes responses to user questions, bug fixes, security patches, small enhancements, and new features.
  • Schedule: Definitive provides technical support during business hours (8:00 a.m. – 5:00 p.m. Eastern Time), Monday through Friday except for holidays).
  • Submittal of Technical Support Requests: The preferred method for submitting a technical support request is via the Zendesk technical support chat widget that is embedded in the service. It appears in the lower-right corner of the service.

When a technical support request is received, a senior support technician uses the following definitions to establish the priority. The response time, resolution time target, and resolution approach for each priority is summarized. The escalation timeline applies to priority 1 and 2 technical support requests.

Technical Support Escalation Timeline