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Pioneer

Support included with every care plan

Real engineers. Fast answers. Every day you own it.

You'll never be left with a black box. Every system comes with people who know it, monitoring that spots problems first, and response times you can plan around.

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01Response times

Response times by plan.

  • Starter

    Next working day

    Single systems and the Starter package

  • Growth

    Same working day

    Growth package and Pioneer OS Business

  • Enterprise / Custom

    Within 4 hours

    Custom builds, Pioneer OS Scale and Enterprise

Working days are Monday to Friday, excluding UK bank holidays. Response means a reply from an engineer, not an automated message.

02What's included

Everything a care plan includes.

  • A named engineer

    One person who knows your system, your tools and your team, not a ticket queue.

  • Monitoring & alerts

    Every run is watched. If something fails, we're alerted, it pauses safely, and we fix it.

  • Monthly reports

    Hours saved, runs completed, issues fixed and recommendations, in plain English.

  • Training for your staff

    Live sessions and recorded walkthroughs so your team gets the most from every system.

  • Clear escalation

    Engineer, then delivery lead, then a director: you always know who's accountable.

  • Portal-based tickets

    Raise and track requests in your client portal, with the agreed response time shown.

03Escalation & tickets

You always know who's accountable.

Clients raise and track requests in the client portal, where the agreed response time for your plan is always shown. Urgent issues trigger alerts to our team automatically.

  1. 1

    Your named engineer

    First contact for every request

  2. 2

    Delivery lead

    If a request isn't resolved in the agreed time

  3. 3

    Director

    For anything still unresolved, or by request