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.
- L1, L2, L3 Technical Support
- Firmware Patch & Update Management
- SLA-Based Incident Resolution
- Remote Diagnostics & Monitoring
- Documentation & Regulatory Support
Solutions
Whether you’re in production or at scale, Pinetics’ support services deliver continuity, compliance, and confidence in every deployment.
- 99.9% System Uptime
- Global SLA Coverage
- Faster MTTR (Mean Time to Resolution)
- Lifecycle Maintenance for Embedded Systems
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.