| 1. |
Online
Knowledge Base
Free for the life of your
account ( click
here ) |
The online Knowledge Base covers most
areas and items for using our services,
including support questions for email,
website management and control panel
usage.
| 2. |
Online
Helpdesk
Free to all clients( click
here ) |
The Interactive Villages online
helpdesk is the backbone of our
support system. Once you create
an account, you can login to create
virtually unlimited tickets. These
tickets are monitored by our staff
from 7 a.m. to 7 p.m. Monday through
Friday.
All tickets will be answered in a
timely manner, in the order received.
Please do not submit multiple tickets on
the same issue or 'bump' your
unanswered ticket if it is not responded
to. Any ticket or issue that is 'bumped'
will be moved out of rotation to the
end of the list.
Please allow ample time for responses
to your requests. Although most tickets
are responded to immediately, please
allow up to 1 - 2 business days for
a total solution to your request. ALL requests
submitted via our helpdesk are guaranteed
a response.
| 3. |
Phone
Support
Open to all clients |
Phone support with Interactive
Villages staff is provided by appointment
on an as-needed basis. We offer
many 'free' channels of support
as to where telephone support should
be the last channel used if all
others are unsatisfactory. If an
issue arises where you need to schedule
a phone conference to for further
support or training, please send
your request using the Helpdesk
system or by clicking . We will
schedule a time and day to contact
you.
When requesting phone support, please
be sure that you have a Microsoft
operating system with Internet Explorer
and can actively view the internet
at the same time of having a telephone
conversation.
Please note, phone support is only
available Monday through Friday,
between the hours of 10:00am and
5:30 pm PST, holidays and weekends
excluded. Please note that if we feel
telephone support is not needed, we
will deny the call and provide as
much support required via the ticket
system. Support via the Helpdesk online
ticket system is available from 7
a.m. to 7 p.m. PST. Please visit the
Helpdesk at http://helpdesk.interactivevillages.com or
click the link above to automatically
submit a ticket.
Also note that support or training
for third-pary applications or software
not sold or provided by Interactive
Villages will be provided at our standard
rate of $60/hour, billed in 1/4-hour
increments. We will require that you
have a credit card on file with us
to pay for any support or training
fees. Please review the Technical
Support section of our Terms
of Service statement.
Email
Support
Not a recommended channel
for support |
Email based support requests are not
the best methods to request technical
support on the product. We recommend
utilizing the online helpdesk as opposed
to email support so that there is an
online record of all communication on
the issue for future reference.
Average
Ticket Response Time
Brief Overview |
99% of
all requests for support are normally
answered within 8 hours of the notification (
if not sooner). We strive to offer
the fastest response time available
to our clients, at any time of the
day. Although, some incidents may
have a higher urgency level, we
try to get to all requests in a
timeframe suitable to the industry.
All requests for support reported
to our helpdesk are guaranteed a
response within 2
business days. |
