IOI has had a helpdesk database since 2002, which offers our customers the following benefits:

• Fast response times and avoiding issues that "slip through the cracks."
• On-line tracking of all tickets and their progress for individuals, their companies, and their organizations.
• On-line Knowledge Base so our customers will be able to search on all of the information gathered for themselves, their companies, and their organizations during the support process.
• Facilitates re-assignment of tickets to other engineers if people are traveling or on vacation.
• Allows our customers to view their product/contract/license information on-line, as well as update contact details.

E-mail is the most efficient way to open a ticket with us. If you call into the office and a tech is not available that instant, your call will be put into the system the same way an e-mail would be and all IOI technical staff are immediately notified.

IOI Support aims to call/e-mail back within 5-10 minutes, depending on the combination of service contact/priority of call/availability of the most appropriate technician.