The mission of the Practical Programs Software Support Team is to deliver complete, personalized service and assistance to all our service contract customers. PPI provides service & support from our US headquarters in Houston, Texas. Additionally, we partner with our software development team and global distribution partners to provide even broader support capabilities.

Software support delivery is provided via email, telephone or an on-site option if required. Standard support hours are 08:00 through 17:00 US Central Time zone, although analysts are available around the clock for Severity 1 (system down) situations as well as prescheduled assistance.

How to Reach Practical Programs

PPI support personnel may be reached by various methods:

• Phone 866-997-3100 extension 1030.
• Send email to support@practicalprograms.net.
• Report problems via our website using the Support Request Form.

NOTE: In an after hours emergency situation, call PPI at 866-997-3100 and follow the voicemail prompts to reach a technical support analyst. Dumps, logs & other supporting information may be requested in some situations and can be provided by compressing those files and emailing them to support@practicalprograms.net.

Required Information

When reporting a problem no matter which method is used, the following information must be supplied:

1. Customer name and office location
2. Customer contact name, phone number and email address
3. PPI – Dv TDM host operating system types and Dv TDM version
4. Problem description and issue severity level

Once a problem is reported to PPI, it is entered into a problem tracking system and assigned a Ticket ID. Customers may get the current status of their problem by simply contacting us and requesting the status of their assigned Ticket ID.