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.
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.
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.
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.