ISS Global provide varying levels of support to ensure your systems remain operational whatever your requirements. We can cover software only, but also offer options for complete system support, covering hardware and operating systems. Our customers can contact us via telephone, e-mail and fax, and receive instant feedback from an experienced engineer. Support is also available 24 hours a day if required providing round the clock assistance.
Support & Response Times
In order for us to quickly and effectively provide you the best possible support, please provide the following information when placing your service call:
Other pertinent information which will be needed for us to respond in a timely manner:
Software Related Issues
- Product (software) name
- Software Version and service patch level
- Operating System and service pack level
- Description of problem
Hardware Related Issues
- Device Name or Model Number
- Operating System (if applicable)
- Description of problem
Overview of Process
All support calls will be assigned a call number. This call number is used to reference your particular support call. Please take a note of this number and use it when inquiring about your call. Each support call is also allocated a severity level which helps us to prioritize your support.
- System is down and not functioning at all–Workflow has stopped
- System is operational, but is severely degraded–Highly Restricted Workflow
- System has operational limitations–Minor Workflow Impact
- Questions (also covers enhancement requests)–No Workflow Impact
The support representative is responsible for maintaining accurate notes on the customer’s issue, including any associated details, duplication steps and the solution.
Our goal is to resolve our customers’ technical support issues as soon as possible after they are reported. If the support request is not resolved on the first contact, the support representative is responsible for escalating the support call number to resolve the issue. Support escalation may involve replication of the problem offsite and testing upgrades before delivery, and the involvement of a higher level support representative. In some support cases on-site visits may be required and our development staff will be included if a specific software upgrade is required. The support representative is responsible for maintaining contact so that the customer is always aware of the issue’s status.