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Customer Support

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Customer Support

Overview

At iCarol it’s our goal to help you get the most out of your user experience, because the easier it is to use our software, the more helpful you can be to the people who use your service. That’s why we provide a whole host of information, documents, articles, videos, and webinars in our Help Center to help you use iCarol. For times when your question can’t be answered by accessing these tutorials, customers can reach out to our Support Team. All iCarol Customers benefit from a Standard Support Package included with their subscription to iCarol. Customers also have the option to purchase Premier Support.

Support Team Hours

The Support Team is available to respond to emails, support tickets, and live chats during these days and hours:

  • Monday through Friday from 8am – 8pm Eastern
    Saturdays and Sundays from 12pm – 5pm Eastern

iCarol has processes in place 24/7/365 to check for system performance or outages, and to notify appropriate staff so the issue can be resolved as promptly as possible.

How to Reach The iCarol Support Team

Submit a Ticket in the iCarol Help Center

  1. Sign in to iCarol
  2. Click the “Help” icon in the main menu (opens a new browser tab)
  3. Navigate to the new browser tab where the iCarol Help Center is open
  4. Click on “Tickets” from the center of the screen, or click on “My Area” from the top menu
  5. Click the button for “Add Ticket”
  6. Fill in the requested fields
  7. Included a detailed Subject and Description
  8. Attach any files or screenshots related to your question or issue
  9. Click the “Submit” button to send your ticket to the Support Team

Get Assistance Through Live Chat

  1. Sign in to iCarol
  2. Click the “Help” icon in the main menu
  3. Click on the Chat icon
  4. Fill in the requested fields (Name, Email, and your question/summary of the issue)
  5. Click “Start Chat” to begin chatting with a member of the Support Team

Submit a Ticket By Email

    iCarol customers can submit their inquiries by sending an email to support@iCarol.com. In order to provide assistance to you as quickly and efficiently as possible, please be sure your email Subject Line describes the issue at hand, and other content is as specific and detailed as possible. You can attach screenshots or other documents to the email as well, which can help give our team even more insight into your question or concern.