Support

World-class service for every customer

We offer unlimited access to
world-class technical support
for every IOI customer.

IOI Global Technical Support

With our HelpDesk, you'll always have access to IOI's Global Support Network. By using our secure technical support portal, you can rest easy knowing your mission critical systems have the industry's leading support team working with you.

With IOI's HelpDesk and support@iointegration.com our team is always just a click away.

Features and benefits of IOI support:

Worldwide support

Coverage in
every time zone

Expertise

Work with experienced
IOI support engineers

One-Stop Shop

Comprehensive hardware, software, and workflow coverage

Speed

Prompt response to all new and updated tickets

Oversight

Monitor support tickets, product information and manage contacts

Manufacturer Support

IOI will work directly with manufacturers to resolve issues

Centralized Support

Single point of contact for all support issues to avoid potential conflict

24/7/365

Round the clock coverage available

For even more coverage, we offer proactive Remote System Monitoring and Analytics with IO Monitor. This solution remotely monitors and supports your mission-critical servers and applications, helping us find and fix issues before you are even aware they exist.


Features

  • 24/7/365 Automated System Monitoring of mission critical servers
  • Automatically opens a HelpDesk ticket with IOI when an issue is detected
  • Keeps you informed of issues via email
  • Offers full statistical reports and graphs on server function, performance, and utilization
  • Boosts your productivity and identifies server bottlenecks
  • Quick, unobtrusive set up

IOI Standard Support Contracts

All support packages include:

IOI HelpDesk: our secure customer portal to manage your support tickets and product information

Phone and email support: directly call or email support@iointegration.com to resolve system issues

Emergency Support: Emergency support for mission critical down systems after hours

Remote Support: Through a secure portal, IOI can access your system to resolve issues remotely

Dedicated Support days: can be applied to system upgrades, training or system configurations

 

Support Levels

Silver

IOI Silver Support is our entry level support  package that offers our basic coverage to address all of your support needs during standard business hours.
(8 hrs per day M-F)

Remote Monitoring: Available

Ticket Escalation: Not Included

Support Days Included (onsite or remote)

Gold

IOI Gold is our 2nd level of support and offers even more coverage to address all of your support needs with expanded business hours. (12 hrs per day M-F) 

Remote Monitoring: Included

Ticket Escalation: Medium

Support Days Included (onsite or remote)

Platinum

IOI Platinum support is our most comprehensive standard support contract which expands support to 24 hours.
(7 days per week)

Remote Monitoring: Included

Ticket Escalation: Priority

Support Days Included (onsite or remote)

Custom Support Contracts

For customers with unique support requirements and/or complex configurations, IOI offers custom contracts designed to handle your special needs.
Contact us to discuss your custom support requirements.

Managed IT Services

Taking Your Coverage to the Next Level

Beyond our standard support contracts, IOI's Managed Services ensures your business-critical systems are always at optimal performance.

IOI has the tools, expertise, and global delivery framework to help you achieve optimal system performance and business results. We offer a complete range of managed solutions for administering, monitoring, managing, and upgrading your systems. We can also help you establish service level agreements (SLAs), key performance indicators (KPIs), and user acceptance testing (UAT) frameworks.

Managed Services Include

Systems Administration

IOI can administer tasks including user management, log review, system backups, performance assessments, and managing log books. We can also work with your key stakeholders to ensure that everything runs smoothly in terms of system operations, capabilities, and enhancements.

Systems Monitoring and Management

IOI Service professionals can administer advanced systems monitoring, generate customized system reports, and review with your team. Through this service, you’ll get alerts for any performance irregularities and generate support tickets to resolve issues quickly.

Systems Upgrades

Through this service, IOI will schedule and manage upgrades and operating system patches, and verify system functionality following these operations.

Service Level Agreements

IOI can help establish your Service Level Agreement (SLA) by analyzing business requirements and defining response times, action plans, and critical service levels.

Identify Key Performance Indicators 
We will also help determine Key Performance Indicators (KPIs) for archive and backup success, inventory accuracy, software license compliance, monitoring and alerting, and more.

User Acceptance testing
Lastly we will work with your User Acceptance Testing (UAT) team to analyze business requirements, develop a plan, execute tests, provide feedback, validate and resolve reported issues, and confirm business objectives.

IOI Support

Contact us to talk about your support needs. We're here to help.

Have questions about your IOI Support Contract or need a customized plan?

Contact support@iointegration.com

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