Print

Support

contact2

Our support is dedicated to providing final solutions on all open issues that may arise, in a timely manner on all areas for services we provide.

By offering different levels of support, most customers can locate a solution from our first two levels of support. If those areas fail to help or resolve, we do offer a helpdesk solution as well to expedite the resolution of any open issue or question

We have listed our channels below, by number, to display the level that support channel provides. When an issue arises, please follow the sequence of channels to locate a solution or notify us of the issue. Note that support or training for third-pary applications or software not developed by Interactive Villages will be provided at our standard rate of $80/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.

We all like to know when a ticket "is" expected to be answered. With our monitoring system, you now have an estimated response time that should allow you to submit a ticket and know the "estimated" timeframe that you should get a response from us.
Estimated Response Time = Within 24 Hours
Estimates are not guaranteed times. Please allow at least 1 hour grace on all estimates.

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 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 here. We will schedule a time and day to contact you.

Please note, phone support is only available Monday through Friday, between the hours of 10:00am and 4:30 pm PST, holidays and weekends excluded (although exceptions can be made if needed). Please open a ticket to provide preliminary information on your support needs via the Helpdesk  at http://helpdesk.interactivevillages.com or click the link above to automatically submit a ticket. Once we review your case we will message you to set up a day and time to conduct a live phone conference to resolve your issue as quickly as possible.

Also note that support or training for third-pary applications or software not developed by Interactive Villages will be provided at our standard rate of $100/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.