IDEAS's business support infrastructure provides helpful answers to your specific questions about our products and services. Our network of support centers, online queries and customer community allow you to tap into a vast knowledgebase that delivers answers and insight when you need it. Your internal support team will appreciate email notifications of maintenance releases and product upgrades and a customer support web site available 24/7.
IDEAS Support and Maintenance Benefits:
Maintenance releases All maintenance releases and product upgrades released during the effective period of the subscription will be provided at no additional charge. Support contacts will be notified by email when these are available.
Online services Our customer support web site is available 24 hours a day, seven days per week. Support will be provided for designated contacts within your organization. You can log cases, update case information, and track case progress autonomously via the Internet.
Telephone support services Telephone support is generally available Saturday through Thursday (excluding holidays) during regular regional support center hours of operation.
Unlimited case logging Each case logged into the IDEAS Support system is considered one incident. Even though it may take multiple calls to resolve an incident, the individual calls relate to the original incident.
Prompt response and resolution IDEAS response and case resolution timing is based on case severity.
For more information on Technical Support
, please contact us.
