Pathways Community Network is committed to providing our stakeholders with unparalleled, secure access to our online information systems. We recognize that you need to have access to our systems whenever you need it, and we strive to consistently exceed our service level commitments. Our Commitment to You One of the significant benefits of using the information systems we operate is the fact that you never have to pay for upgrades. To bring you this benefit, we periodically install minor system enhancements. This maintenance usually occurs during overnight hours. On or around a quarterly basis, we have a major new release in which we add significant new functionality. These periodic major releases may cause brief service interruptions, and we will notify you in advance when a major release is planned. These periodic major releases usually occur on weekends or holidays between 9 p.m. and 5 a.m. All scheduled maintenance occurs during non-peak hours (11 p.m. to 4 a.m. Eastern Time) to minimize the impact on your work. Our current service level objectives are as follows (expressed in Eastern Time, GMT -05:00): Time Frame Uptime Goal (%)
Our regular support hours are Monday through Friday, 8:30 a.m. to 4:30 p.m. EST. (Pathways Support is closed on the following holidays: New Year’s Day, King Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the Friday following Thanksgiving Day, Christmas Day, and New Year’s Eve Day.) If you have any questions, please do not hesitate to call us at 1-866-818-1032 x308, or email us at support at pcni.org. |