Key Features and Deliverables
Pulse Secure will place an identifier on customer accounts that have purchased the US Citizen Add-on. Based on this identifier all incoming cases will automatically be routed to a special support queue that is exclusively managed by engineers who are US Citizens. These specially trained engineers will work with the customer to resolve their cases and will follow strict guidelines on handling log files and other information that the customer may provide during the troubleshooting process.
When a customer who has the US Citizen Add-on calls Pulse Secure support during US business hours, the agent who receives the call will route the call to a US Citizen and will inform the customer accordingly. Our support systems will identify and automatically route cases that are created online using our Case Center at https://my.pulsesecure.net. This ensures that US Citizen Add-on customers’ cases are worked on by US citizens regardless of whether the customer created the case over the phone or online.
US Citizen support is only available Monday to Friday during US business hours – 9:00 AM to 5:00PM (EST) for customers in the Eastern Standard Time zone and 9:00AM to 5:00PM (PST) for customers in the Pacific Standard Time zone.
For all cases that do not require escalation to engineering, all case notes, attachments, and contacts for customer accounts that have purchased US citizen support will only be visible to the designated queue members who are US citizens. In the event that Pulse Secure Engineering involvement is required to resolve the customer’s issue, the Pulse Secure US citizen support engineer will seek approval from the customer before providing information from the logs or the entire log file to a Pulse Secure software engineer who may or may not be a US Citizen. In some cases, failure to provide logs to Pulse Secure Engineering may significantly delay the resolution of the customer’s case.