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Support Services
inSight
This portal is part of the Group’s quality initiative and is designed to provide greater visibility, clearer communications, and improved support services to all ISS customers worldwide. The facilities offered are listed below and can be accessed once you have registered:
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Knowledge Base
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Searchable articles on topic such as issues and resolutions, questions and answers, technical information, and best practice information.
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Forums
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Each product has the following forums: Deployment, Administration, General Discussions, and Development. Provides the opportunity to interact with ISS Product Specialists and other customers.
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Tech Blogs
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Written by our senior product staff. The product blogs contain new weekly information, tips & tricks, and lesser known features.
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Documentation Downloads
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Latest User Manuals, Installation and Administration Guides, and other downloadable materials related to the selected product.
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Release Notes
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Summary of the changes offered in the most recent releases.
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ISS Support System
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Access ISS’s support call system.
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Support Levels
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Silver
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Gold
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Platinum
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9 hours/5 days Regional Office Access
· Telephone technical support
· Online technical support
· Remote access support coverage
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24 hours/7 days
· Telephone technical support
· Online technical support
· Remote access support coverage
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Silver and Gold are the standard product support offerings, if you desire a specific custom support model including Service Level Agreements (SLA’s) please contact us to discuss your requirements
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ISS Support Portal - Self Service
· 1 Personalised login accounts
· Log support issues
· Previous issues status and history
· Knowledge Base (FAQs)
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ISS Support Portal - Self Service
· 5 Personalised login accounts
· Log support issues
· Previous issues status and history
· Knowledge Base (FAQs)
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Alerts and Updates
· Product Alerts and Update notifications
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Alerts and Updates
· Product Alerts and Update notifications
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Service Charge and Rates
· Reviewed Annually
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Service Charge and Rates
· Reviewed Annually
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Maximum Response Times
· Business Hours - 4 hours
· Out of hours - Next working day
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Maximum Response Times
· 4 hours all times
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Bi-Annual Account Support Reviews
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Bi-Annual Account Support Reviews
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