Wherever you are, our customer support service is on
hand to help with: software set-up and configuration,
map file downloads, and software training. We also propose
additional technical support and services.
Customers may contact ICS Customer Support via telephone,
electronic mail, web chat, FAX, or regular postal mail.
Currently, the majority of our customers submit technical
support issues by email. Customer calls are routed to
the appropriate Support Representatives within ICS based
on the type of question and the product. Telephone calls
are answered on first-come-first-serve basis. When a
customer submits a technical support issue via electronic
medium (electronic mail, web chat) the Support Representative
will contact the customer directly through the medium
used by the customer. All customer issues are recorded
in our customer relationship management system and the
Support Representative is responsible for assigning
a priority to each customer issue.
The Support Representative is also responsible for
maintaining accurate work notes on the customer's issue,
including any associated details, duplication steps
and the solution. Our goal is to resolve our customers'
technical support issues on the first contact, regardless
of the contact method used. If the issue is not resolved
on the first contact, the Support Representative is
responsible for performing the necessary steps to resolve
the issue. This may include more in-depth research,
such as testing, involving a higher level support representative
and, in some cases, involving our Development Staff,
if a software fix is required. The Support Representative
is responsible for maintaining contact with the customer
so that the customer is always aware of the issue's
When accuracy and simplicity count.