What is a support Incident?
An INCIDENT is defined as a single, reproducible issue displaying specific symptoms where:
1) the problem is directly related to the IOS software or with a specific operation and
2) a resolution can be reached using reasonable efforts. A single support incident may involve
multiple contacts.
- INCIDENT - a problem that cannot be broken down into separate subordinate issues.
If a problem can be broken down into subordinate issues, each shall be considered a separate incident.
- REPRODUCEABLE - A problem that IOS can re-create on its own systems.
- OPERATION - a problem that is directly related to IOS software. Operation issues do not include the
interoperability of IOS software with any third-party products. Operation issues do not cover sources
of input that are not supported by the product at this time.
Support Incidents do not include:
- Custom coding or consulting.
- A problem directly caused by a software bug, documentation error, or features that fail.
(If utilizing a paid support incident, a refund or a credit will be provided for that particular
paid support incident if the source of the incident is determined by IOS to be a bug or documentation
error.)
Definition of Incident Resolution:
Once an incident is accepted by IOS Support, resolution of the incident shall be defined by
accomplishing any one of the following:
- The incident results in a reasonable solution.
- The incident results in a reasonable workaround.
- IOS has determined the incident is related to a source of input that is not supported.
- IOS determines the incident is an enhancement request.
Guidelines and Priorities:
- Basic Email Support from IOS is free for both customers and pre-sales inquiries. Priority of
incidents is established on a first-come, first-served basis.
- Support requests received from customers that have annual subscription receive priority over
Basic Email Support.
- Incident escalation is determined internally according to our escalation guidelines.
- You can reach our Technical Support department at (239) 430-2896,
by email support@internetoffice.biz or by submitting through the contact form.
- Remember it is always helpful if you take a screen shot of the problem and submit that to
us by email, as that will help us quickly identify the problem.
- Live support is available M-F 9-5 and email support is available outside of these times.
What We Will Help You With:
- Sign On to IOS Products
Provided you are using your assigned login, our technical support staff will be happy to assist you in
getting IOS products up and running. If it is determined that you are not a member of the IOS product
and attempting to use another’s login, an alternative will be suggested and the support incident ticket
will be closed.
- Security settings
We will assist you with your account permission settings, provided you are logged in as the local
administrator for the machine you are using.
- Algorithmic Recommendations Using IOS Products to Develop a Solution
Our team of experts can provide you with the best ways to get the job done. We'll provide you with
"how-to" functionality that explains the best way to deploy IOS solutions.
- Explanation of IOS Product Properties and Methods
Unclear about how a particular property or method is used? Our Technical Support engineers can fully
explain how all of our products properties and methods work.
- Order of Precedence Issues When Using IOS products
Your particular situation may be unclear as to when you call certain methods or set certain properties
with IOS products. Just ask our Tech Support personnel if you are on the right path and if not, we'll
help you get there.
- Bug Determination
Since IOS can be used in literally dozens of environments, we utilize pseduo-code when explaining the
operation of IOS products. We may not speak your exact language, but our technical support team can point
you in the right direction with easy to understand examples.
- Bug Determination
Bug reports are taken very seriously and are escalated to development as soon as they are reproduced
in-house. If the culprit is determined to be a bug, you will be told which service pack or hot fix it
will be rectified in. If you are a Technical Support Package customer, you will receive a credit of
one support incident.
- Troubleshooting your Program's Interaction with IOS Software
Provided the issue can be traced to using an IOS product and all other pertinent guidelines have been
followed, our Technical Support team can review your code and help you to resolve the problem.
- Enhancement Logging
We are committed to providing best of breed solutions and so consider all enhancement requests
seriously. You will be notified when enhancements or new versions the enhancement will be made
available.
If you have any questions or remarks regarding these policies,
please send an email to our technical support team at support@internetoffice.biz
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Naples Language Center
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