Pilgrim's Maintenance and Support
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Pilgrim Software’s Technical Support group provides unmatched quality of service through its Customer-First focus. Detailed, accurate support means that Pilgrim can resolve customer inquiries on the first call, eliminating the need for additional service calls and lowering support costs.
Adherence to Total Contact Ownership, an industry best practice, guarantees that Pilgrim’s expert consultants take full responsibility for all calls and are dedicated to 100% customer satisfaction. No one else offers this level of commitment and support:
• 97.2% Direct response rate
• 85% First call resolutions
• 94% Grade for customer satisfaction
• 90% Answered without escalation
• 100% Our support experts participate in rigorous training to ensure superb performance
"Pilgrim went above and beyond to ensure our internal customers needs were understood and met."
-- Bill Moore, Sr. Information Systems Analyst, Aerojet
Maintenance and Support
Our standard annual maintenance and support program is designed to help each and every customer with the required software and technical support to maximize the investment they have made in the application. This annual maintenance and support program provides our customers software updates, upgrades and unlimited technical support.
• A comprehensive, multi-tier support model for problem resolutions
Ensures quick and effective resolution
• Skill-based routing for phone support:
Ensures you are always connected to the expert most qualified to address your concern
• Your installation team is your support team:
Ensures appropriate perspective of your organization for most effective support
• Software tools for remote access:
Ensure your concerns are solved in real-time, even from a distance
• Recorded support sessions:
Ensure essential issues are captured and accessible for later analysis
Pilgrim offers multiple levels of maintenance and support for our out-of-the-box solutions. Customers choose the level that most appropriately meets their needs:
1. Standard – Software upgrades, service packs, hot fixes and standard technical support
2. Premium – The Standard services, with extended support offerings and time coverage
3. Extended – Hot fixes and technical support for product versions out of lifecycle
Our extensive on-line support offers businesses the benefits of all of Pilgrim’s technical support services just when it is needed:
• Peer discussion forums and FAQ
• Full text-search knowledge base
• White papers
• Product details
• On-line support request submissions
• Product updates, release schedule announcements
• Training center
• Client-specific reports
• Downloads, patches and upgrades
• Access to support history
• On-line chat for support
Support Issues:
Pilgrim's automated case management system for reporting and tracking issues within the application allows designated users to submit and monitor progress on problems in the application. Clients are allowed 2 users to generate issue cases. Establishment of user accounts by Pilgrim's support personnel allows clients the ability to submit, monitor, comment and track software issues encountered within the applications. Contact Pilgrim support or your account manager for assistance.
Instructions for accessing Pilgrim's Support Website:
1. Launch Internet Explorer and navigate to: https://tsuweb.pilgrimsoftware.com. The "Enter Network Password" dialog box displays.
2. Enter your user name and password.** Click "OK".
(** If you are without support credentials, please contact our support center for assistance at
3. To change your password, click User Profile, & Reset Password. A window will pop-up requesting your current password and ask what new password you would like. Note: Passwords have to be at least 7 characters long and must include at least one special character.
Access to the automated case management site for submission and review of support issues requires a separate set of credentials and will arrive in another email from the site.