iCarol Standard Support
Once you choose iCarol as your technology provider, we want to be sure you get all you can out of it. That’s why we offer a comprehensive support package included with your subscription.
- 24/7/365 monitoring of system uptime by our Microsoft Certified engineers
- 24/7/365 access to our convenient in-app support case management system
- Live Chat with the Support Team during normal support hours
- Access to our online uptime monitors at http://status.icarol.com
- Availability of our Support Team Monday-Friday 8am-8pm Eastern, Saturday and Sunday 12pm-5pm Eastern
- Ongoing monitoring for urgent cases outside of support hours
- Access for up to 2 of your users to use our convenient in-app case management system to contact the Support Team
- Case response:
- Initial response to cases determined to be urgent within 1 hour during normal support hours
- Initial response to cases determined to be high priority within 2 hours during normal support hours
- Initial response to cases with non-emergent issues and questions within 2 business days
- Quick calls with the Support Team as needed for clarification
In-app help and training
- Hundreds of help articles with step-by-step instruction on using iCarol tools
- Access to the iCarol User Community by your iCarol system Admin users, allowing them to communicate with and ask questions of peers in the industry
- Recordings of detailed training webinars
- Tips and tricks shared on the Admin Dashboard
Enhancements and updates
- Regular maintenance and updates applied to your system with no need for downloads or installation by you and your staff
- Periodic webinars reviewing the latest new tools and enhancements, and information on new features coming soon
Click here to download this information as a PDF.
Think you may need support beyond what’s listed here? Ask us about our Premier option and professional services offered by our staff.