Support

Support Tools

Clients on support contracts can submit and access their ticket information in a convenient location. Log-on or create your profile at http://support.idisis.com

You may also utilize the "Support" tab located on the left edge of this page to request support.

For more information on our support system please read our News Release.

Web Meetings

Scheduled web meetings using Adobe's Acrobat Connect.

Idisis Main Room

Integrated Workplace Management System (IWMS) Support

Idisis offers comprehensive Integrated Workplace Management Systems (IWMS) support services. Idisis support services provide comprehensive support for your total solution.

The Idisis team offers a comprehensive group of support plans to address the needs of our clients in support of core applications including OSIS and ARCHIBUS/FM as well as many of the applications available through the ARCHIBUS Developer Network. We also offer annual software support for both one and two year terms.

IWMS Support Services are designed to cover all aspects of our solution offerings including:

OSIS
ARCHIBUS/FM
Autodesk MapGuide
Autodesk AutoCAD, AutoCAD Map and AutoCAD Architectural Desktop (ADT)

Phone and email support is available to you from 8:00am Mountain Standard Time to 5:00pm Mountain Standard Time. However, after hours support is available upon request.

Call Logging Options

There are three methods for logging support with our team:

1) Email Support: support@idisis.com
2) Phone Support: 1-877-4idisis (1-877-443-4747)
3) Online Web Support. Our web support is provided via Adobe's Acrobat Connect and allows our support team to troubleshoot and resolve your support issues. Our web support center enables remote desktop sharing and interaction with your computer providing instant, as required support.

Support Tools and Access Points

Adobe Connect, Active X control, (Mandatory). Online web support center.

VPN – Virtual Private Network, (Optional). This type of access allows us to connect to the system as a user and be able to remedy data-related support issues. It will allow us to copy and retrieve to and from the server, add the schema files and run script files to make any necessary changes to the database. We can also test the changes in the client system environment whenever new changes are implemented on the system.

Support Incident Reporting

Monthly reports, upon request, are provided on your supported calls. Track your support issues with details including:

Incident Reports
Ticket Information
Description
Ticket Number
Requestor/Contact
Date
Status
Priority
Resolution

Support Levels

Platinum Support Plan

Unlimited email and toll free phone support (Monday through Friday, 8:00a.m. to 5:00p.m. Mountain)
2-4 hour initial response time
5 client support contributors
Provides for discounted onsite support and training services

Gold Support Plan

Unlimited email and toll free phone support (Monday through Friday, 8:00a.m. to 5:00p.m. Mountain)
4-8 hour initial response time
3 client support contributors

Silver Support Plan