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.
What’s Included:
Our team
- 24/7/365 monitoring of system uptime by our Microsoft Certified engineers
- 24/7/365 access to our convenient in-app iCarol Help Center
- 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 tickets outside of support hours
- Access for up to 2 of your users to use our convenient in-app iCarol Help Center to contact the Support Team
- Case response:
- Initial response to tickets determined to be urgent within 2 hours during normal support hours
- Initial response to tickets determined to be high priority within 24 hours during normal support hours
- Initial response to tickets with non-emergent issues and questions within 48 hours during normal support hours
- 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
- Monthly live webinars with the Support Team covering specific topics and feature areas of iCarol
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
Think you may need support beyond what’s listed here? Ask us about our Premier option and professional services offered by our staff.
