Contacting ISS Technical Support

Reference the links below for more information about contacting support

• Information required to receive the highest level of Technical Support
• What to Expect
• What’s not Included
• Phone Support
• Response Times
• Case Closure
• Sending Files
• Case Escalation
• Case History
• No Support Agreement
• Customer Feedback

Information required to receive the highest level of Technical Support

Below is a list of information that can give your assigned tech support specialist a head start.

• Your Full Name
• Company Name and Site Location
• Customer First Support #
• Best way to contact of you (i.e. cell phone, office phone, e-mail)
• Name of the Product you are experiencing an issue with
• Version and patch level
• What Operating System you are using including patch level
• Succinct description of the issue you are experiencing
• Do you have internet access?
• If you are receiving an error message, please include the exact error text
• What have you done already to troubleshoot the situation?
• Any other information you think is relevant to this issue

What to Expect

• Basic Configuration and Setup Assistance: Helping you with initial setup or basic configuration of the software. This typically doesn’t include extensive customization or development work.
• Troubleshooting Technical Issues: This is a core aspect of technical support. It involves assisting you with problems you encounter while using the software, such as software bugs, installation issues, errors, or unexpected software behavior.

• Assistance with Software Updates and Upgrades: Providing information and documentation on the process of updating or upgrading your software. This includes addressing issues related to the update process, compatibility concerns, and feature changes.
• Guidance on Software Features: Providing information on how to use specific features of the software, clarifying functionality, and helping you understand how to utilize the software effectively within its intended scope.
• Product Documentation: Offering comprehensive documentation that includes user guides, FAQs, tutorials, and other learning materials that help you understand and use the software effectively.
• Security and Compliance Information: Providing information regarding the software’s security features, compliance with industry standards, and data protection measures.
• Reporting and Escalating Bugs: Receiving reports regarding potential bugs, logging them, and escalating them to the vendor for resolution.

If/when you initiate a case:

• You will receive a confirmation email with your case number and summary of the issue.
• You may reply to the confirmation email to send additional information of your issue and it will be added to the case log.
• A Technical Support Specialist will attempt to contact you regarding your submission as soon as possible.
• Depending on the initial information provided and severity of the issue, the assigned specialist may require additional information to provide a resolution.
• The assigned specialist will then assist you in diagnosing your issue and providing a resolution
  • This may involve communication via email or phone depending on your availability and preference.

What’s not Included

Our Technical Support team is here to assist you in resolving any technical complications or errors you encounter in the use of your software. Unfortunately, there are certain requests that our Technical Support team is unable to provide assistance with as they are outside the bounds of our support programs.

• Custom Configuration/Development Work: Performing detailed setup or configuration that goes beyond the basic use of the software, as well as creating custom code, scripts, UI elements, or features specifically for your unique environment or needs.
• In-Depth Training: While training classes and subscriptions are available for purchase, providing extensive training on how to use the software or teaching programming or technical skills is not included in the scope of technical support.

• Third-Party Integrations or Issues: Resolving problems related to third-party hardware, software, or services, except specifically where they integrate with our software. We may direct you to the third-party’s support channel to resolve the issue.
• Retired products/versions: As with everything in life, things get old with time. If your product or product version has been retired and/or your issue has been resolved in newer editions, you may be asked to upgrade to the latest product version to resolve your issue. To learn more about Product Versions, please click the button below.

Phone Support

• We make the greatest effort to answer all Technical Support inquiries via phone by one of our Tech Support Specialists.
• During high call volumes you may be required to leave a voice message.
• Voice messages received via our tech support line will automatically create a case for the next available Tech Support Specialist.

Response Times

• We do not guarantee any specific response time due to the variability of customer inquiries.
• Our goal is to have all cases assigned and initial responses provided within 1 hour of receipt within our system.
• During high case volumes, our response time may vary.

Case Closure

• After a resolution has been provided, the assigned specialist will make three (3) attempts to confirm that the issue has been resolved and no further information is required for the case.
• If after the 3rd attempt the customer cannot be reached, the case will be closed and no further customer contact will be attempted.

Sending Files

We use a file sharing service to transfer large files that may assist in case resolution. The confirmation email will include a link to send any files that you think will help in resolving your issue. Examples can include:

• Log files during the time of the issue
• Screenshots of error messages, display issues
• Copies of configuration or application files

Case Escalation

Depending on the complexity of the issue, it may be required to escalate your case to additional staff or Global Support for resolution. The assigned specialist will inform you if case escalation is required.

• If the assigned specialist is unable to resolve the issue
• If the issue is determined to be a software bug requiring a hotfix or patch
• If the issue is determined to be a product enhancement request

Case History

All cases and case correspondence is tracked by customer contact and company/division for historical, customer satisfaction and recurring issue identification purposes. In addition, customers may view their personal case status and history under their website profile located in the menu bar.

No Support Agreement

If the customer does not have a valid Support agreement, all submitted technical support inquiries will be transferred to the appropriate Sales Team for follow up. The customer will be given the option to purchase a support agreement for a one (1) year term minimum. Appropriate pricing is provided by the Sales Team.

Customer Feedback

Our executive management routinely evaluates our technical support metrics in an effort to maintain the highest quality service to our customers. In addition, our partners mandate Customer Satisfaction Surveys to ensure all global Technical Support personnel adhere to corporate standards. Should you wish to provide feedback to our executive management team, please email us: