Support Services
Prototype Technology Manufacturing Solutions

About

Support Services

At Pinetics, we don’t just build products—we stay with them. Our Support Services are designed to ensure long-term reliability, compliance, and performance of embedded systems and medtech products. From post-deployment monitoring to firmware updates and technical troubleshooting, our support teams function as your extended engineering arm—resolving issues before they escalate and evolving your systems as standards change.

Services

How Pinetics Help?

Proactive Monitoring

We continuously track system behavior, detect anomalies early, and prevent failures before they impact performance.

Firmware & Software Updates

Seamless OTA rollouts, patch management, and security updates across all connected devices—ensuring compliance and performance.

Tiered Technical Support

From L1 query resolution to L3 deep-dive debugging—our team handles multi-level escalations with technical precision.

Performance Optimization

We analyze logs, usage patterns, and system diagnostics to keep your products efficient, stable, and future-ready.

Compliance & Documentation

We provide up-to-date compliance logs, usage data snapshots, and validation reports to help meet regulatory requirements.

Always-On Support Infrastructure

Round-the-clock support windows aligned with your time zone and response SLA frameworks—so your customers always stay covered.

Process

Our Structured Approach

Initial Audit & Handoff

We begin with a comprehensive handover session to assess system architecture, known issues, and support scope. This helps us align on priorities, risk areas, and key performance benchmarks from day one.

Support Team Activation

A dedicated support pod is assigned, familiarized with your systems, and equipped with tools and protocols for resolution. Access is set up securely with role-based controls, logs, and ticketing systems integrated into your workflow.

SLA-Based Issue Resolution

Each ticket is triaged and tracked as per predefined SLAs, with performance dashboards and escalation protocols in place. We hold regular syncs to review trends, recurring issues, and optimization opportunities.

Clients

Our Key Partners

Solution

Tailored Support Services by Pinetics

Offerings

Pinetics delivers support services designed for high-availability systems where downtime isn’t an option. We ensure lifecycle support across firmware, embedded hardware, and compliance-critical platforms.

Solutions

Whether you’re in production or at scale, Pinetics’ support services deliver continuity, compliance, and confidence in every deployment.

FAQ

Frequently Asked Questions

We specialize in supporting embedded platforms, medtech devices, and IoT systems where uptime, security, and compliance are mission-critical. Our support is tailored to complex, multi-layered architectures with real-time monitoring needs.

We operate on SLA-driven models with dedicated pods and escalation layers. Our response protocols are automated and monitored in real time, allowing quick triage and resolution. Plus, our team works across multiple time zones to ensure near-continuous availability.

Yes. We generate audit-ready reports, usage logs, patch records, and uptime analytics—mapped to industry standards like ISO 13485, IEC 62304, or FDA 21 CFR Part 11—depending on your sector and regulatory framework.

We manage version control, security patching, feature rollouts, and rollback protocols through secure OTA mechanisms. Firmware updates are tested in sandbox environments before release and monitored post-deployment for behavior tracking.

We can plug into your existing ticketing systems (like Jira, Zendesk, or Freshdesk), or offer a dedicated portal. Our team aligns with your internal escalation matrix and reporting cadence to ensure a cohesive, transparent workflow.

Contact

Get In Touch

Got a MedTech idea? Let’s build it right—faster, smarter, and fully compliant.