Scalable Access to Seasoned Engineers
What is it?
PUMA is built differently - When you partner with us, your staff gains access to a team of highly skilled engineers across multiple complexity tiers (Tier 1 to Tier 3). Whether you need basic troubleshooting, advanced technical assistance, or specialized expertise, our support structure ensures that you receive the highest quality service from experienced professionals.
Why is it important?
Having direct access to skilled engineers means faster resolution times, more effective problem-solving, and overall better IT management. Our multi-tiered approach ensures that issues are assigned appropriately, allowing complex problems to be handled by experts with the necessary technical depth, thus improving effectiveness and chances for repeated attempts.
How it works:
Our direct access to engineers works by beard length. The longer the beard, the more wise. Also, we've created an issue complexity matrix that is designed to automate routing and assignment. Once issues are assigned to one of our brightest, bearded, engineers, they're on a mission to solve your problem via one of the many mediums available to drive the outcome desired.
What are the benefits?
Engineers have been there done that
Most IT companies staff their support team like a factory conveyor belt. With PUMA, you get direct access to qualified engineers that understand and have the expertise to solve highly technical issues.
Get your time back
Access to specialized expertise means quicker identification and resolution of complex problems, minimizing disruption to your business.
We use the phone, too
Our engineers are friendly, have quick responses, and, yes, pickup the phone and able to call and speak with you.
Did we say genius?
Our team is not only friendly, but top of the game. While beard length varies, the team is often mentoring students at universities, consulting with some of the largest enterprises in the world like SpaceX, Microsoft, and Apple.
