Last updated: September 16, 2026
Scope
This Customer Support Policy describes the standard support Pinnacle provides for Newton, Pinnacle’s software-as-a-service platform, under the Software Services Agreement (“SSA”) between Pinnacle and Customer. Standard support is included with every Newton subscription and covers the channels, hours, severity levels, and response goals described on this page. Requests made under the SSA after termination, such as data export, are handled through the same channels.
Enhanced support options are available by separate agreement for customers who need more than standard support provides. These may include extended or after-hours coverage, faster initial response goals, a named technical contact, or scheduled account reviews. Enhanced support is scoped and priced based on Customer’s requirements and is documented in the applicable order form or statement of work.
Contacting Support
Channel |
Details |
|---|---|
support@pinnacletech.com |
|
Support Portal |
https://support.pinnacletech.com/ |
Hours |
Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time, excluding Pinnacle holidays |
Customers may submit requests at any time. Requests received outside support hours are handled beginning the next business day. Support is provided in English.
Severity and Response
Each request is assigned a severity level. Customer may propose a severity when submitting a request. Pinnacle assigns the final severity based on the definitions below and may adjust it as more information becomes available, in consultation with Customer.
Initial response goals are the time within which Pinnacle acknowledges a request and begins review. They are measured in business hours and are not resolution commitments. Resolution of an issue may consist of a fix, a workaround, or other relief as Pinnacle determines is reasonable.
Severity |
Definition |
Initial Response Goal |
What to Expect |
|---|---|---|---|
Urgent |
Newton is unavailable, a critical workflow cannot be completed and no reasonable workaround exists, or a suspected security incident affects Customer data. |
4 business hours |
Pinnacle confirms impact, begins investigation, engages the appropriate technical resources, and provides status updates until resolved or downgraded. |
High |
A significant function is impaired, but Customer can continue working. A near-term deliverable or business process is at risk. |
8 business hours |
Pinnacle assesses impact, investigates, identifies available workarounds, and engages technical resources as needed. |
Medium |
A valid issue with a workaround or limited impact. Customer can continue working and a correction can be included in a future release. |
2 business days |
Pinnacle reviews the issue and determines whether it requires guidance, a configuration change, a product correction, or placement in the product backlog. |
Low |
A question about using Newton, an enhancement request, or a cosmetic issue that does not affect functionality or results. |
5 business days |
Pinnacle reviews the request and may consider it for a future release based on priority and impact. |
Customer Responsibilities
To receive support, Customer will:
- Designate one or more contacts authorized to submit requests and act as the point of contact for Pinnacle.
- Provide a description of the issue, steps to reproduce it, affected users, and any error messages or screenshots.
- Make knowledgeable personnel available to answer questions and test proposed fixes.
- Maintain the browsers, network access, and identity provider configuration needed to access Newton.
Pinnacle may close a request if Customer does not respond to a request for information after reasonable follow-up.
Updates and Maintenance
Pinnacle releases updates to Newton on an ongoing basis. Updates may include fixes, enhancements, and new functionality made generally available to subscribed customers at no additional fee. Most updates are deployed without interruption to service.
Pinnacle will use commercially reasonable efforts to schedule planned maintenance outside normal business hours and to provide customers with advance notice when the maintenance is expected to materially affect Newton availability. Emergency maintenance to address security vulnerabilities, critical production issues, or legal or regulatory requirements may be performed without advance notice.
Pinnacle may provide fixes to bring Newton into substantial conformance with its then-current documentation and determines the timing and content of releases.
Support Exclusions
Support does not include issues caused by:
- Third-party products, services, integrations, networks, or infrastructure not controlled by Pinnacle;
- Customer systems, equipment, internet connectivity, security settings, or configurations;
- Unauthorized changes, misuse, or use of Newton outside the SSA or applicable documentation;
- Customizations, integrations, or scripts not developed or approved by Pinnacle;
- Customer-provided data that is incomplete, inaccurate, corrupted, or improperly formatted;
- Unsupported browsers, software versions, or environments; or
- Training, consulting, data correction, or configuration services outside Customer’s contracted scope.
Pinnacle will make reasonable efforts to help determine whether an issue originates in Newton or in an external component. Assistance with issues outside this policy may be provided under a separate services agreement.