PicoCore Essential
PicoCore Essential is a service package aimed at solutions where stable operations, fast response, and professional continuity are important to the business, but where the need for extended preparedness and advanced monitoring is limited. The package is typically used by medium and large B2B companies where core systems support key processes and where a structured, reliable support model is required.
Access to support hotline and Service Portal
With PicoCore Essential, the customer gains access to Pico's support hotline as a direct channel for assistance. The hotline is used for both guidance, implementation of new operational tasks, and investigation and resolution of system errors. All enquiries are handled personally by professionally competent staff with expertise in PIM and web-based solutions.
As an Essential customer, access is provided to Pico's Service Portal. Here, tasks are created, maintained, and monitored, allowing the customer to continuously follow status and prioritisation. In critical situations, Pico can be contacted by phone to ensure swift handling and minimise the impact on operations and business.
Guaranteed response time and prioritisation
The Essential package includes a guaranteed response time on all enquiries. This creates predictability and confidence in operations, as the customer knows when a case will be picked up. Critical tasks with significant business impact are given the highest priority and handled as quickly as possible.
When a task is managed by PicoCore, estimates and priority are aligned on an ongoing basis. This ensures transparency in the collaboration and supports high uptime and continuity in the systems the solution depends on.
Access to a qualified team
PicoCore Essential provides access to a qualified team of highly educated and specialised staff with experience in PIM, web, and related integrations. Tasks are handled by a familiar team that knows the customer's solution and places emphasis on stable and consistent support of business-critical systems.
To deliver relevant advice and correct handling, Pico commits to the ongoing upskilling and specialisation of its staff. This ensures that the technical and methodological approach remains up to date and adapted to the customer's specific system landscape.
Support of critical systems
PicoCore Essential includes support of critical systems. Pico works not only with knowledge of the platforms in use, but also with documentation and understanding of the specific solution. Tasks and changes are documented on an ongoing basis, so knowledge of the systems is built up and maintained over time.
Support is based on established processes within areas including incident management, service request fulfilment, and change management. ITIL principles are applied, adapted to each customer's business and needs. The aim is to ensure consistent, transparent, and effective handling of both errors and changes.
Monitoring of critical systems – Light
The Essential package includes monitoring of critical systems in a light version. Monitoring is set up by Pico using selected monitoring services and structured according to Pico Best Practice. Typically between 0 and 5 standard alerts are established, without the use of customer-specific or advanced configuration.
This form of monitoring enables Pico to respond both reactively and proactively to events that may have a negative impact on business-critical systems. In critical incidents, Pico is the first point of contact, reducing unnecessary downtime and supporting more stable operations.
Context and application
PicoCore Essential is often used as a natural next step after a Basic agreement, or as a starting point for solutions where PIM, web, or integrations are important to the business but do not yet require extended preparedness. The package creates a structured foundation for operations and support, and can be expanded over time as the complexity and business criticality of the solution increases.