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Since inception, Pathway has been driven by the belief that a product is only as good as the support a customer receives. We always strive for excellence in both delivering a great product and making sure our technical support is able to help you when things go wrong. In short, your satisfaction is what we value most.

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Key Facts About Pathway Customer Support Teams

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• 24/7/365 support
• ISO 9001:2015 certified
• Multiple locations to ensure complete coverage
• ITIL certified staff & service delivery follows the ITIL principles

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• Detailed change and incident logging
• Dedicated quality assurance personnel
• Agent training programs
• Tier 1 – 3 support and SME agents
• SLA driven

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Customer Satisfaction Survey

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96.80%

Overall satisfaction with their Helpdesk experience

98.79%

Overall satisfied with the Technician

72%

First call resolution

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Closed Ticket Quality Score

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100%

Satisfied with their Helpdesk experience

99%

Satisfied with the solution

64%

Tickets were closed in the first interaction

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As the leader in resilient business IT products and services in Canada, Pathway continues to grow while remaining committed to further improving your Helpdesk experience by: investing in infrastructure upgrades, introducing new monitoring and reporting tools, self serve and on-demand monitoring and additional agent training. What this means to you is even shorter wait times, less need to call in to the Helpdesk and a more efficient process leading to quicker resolutions when you do have to call in.

Have a comment or a Helpdesk experience you’d like to share? Email us marketing@pathcom.com or contact us.

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