Although ICE products are designed to be managed by business users, we recognise that there will be times when our customers will need our support to help them resolve configuration issues, ask us to investigate and resolve any apparent software errors or make specific changes (under strict change control) to aid their business processes.
We take our Support Service very seriously and aim to provide a reliable and effective service at all times. Our service is based on ITIL standards and is provided via a dedicated Support Desk. All issues, tasks, upgrades and releases are managed via a web based issue and task tracking application. This provides high visibility of issue progression and facilitates an open and collaborative approach to working between the customer and IT-Freedom.
Our Customer Support Manager provides a single point of contact for business as usual and ensures any issues are progressed to agreed service levels, providing customers with regular updates. The Customer Support Manager is always available to listen to customers’ needs, answering queries, driving forward improvements and ensuring any major issues are dealt with quickly and with minimum impact to our customers' business.