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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:

volunteers and staffOur team

  • 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

iCarol training blackboardIn-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

iCarol maintenanceEnhancements 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.

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