World-class support from Pathway

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.

Key Facts About Pathway Customer Support Team

• 24/7/365 support
• ISO 9001:2015 certified
• Multiple locations to ensure complete coverage
• ITIL certified staff & service delivery follows the ITIL principles
• Detailed change and incident logging
• Dedicated quality assurance personnel
• Agent training programs
• Tier 1 – 3 support and SME agents
• SLA driven

Customer Satisfaction Survey

96.80%

Overall satisfaction with their Helpdesk experience

98.79%

Overall satisfied with the Technician

72%

First call resolution

Closed Ticket Quality Score

100%

Satisfied with their Helpdesk experience

99%

Satisfied with the solution

64%

Tickets were closed in the first interaction

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.