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Frequently
Asked Questions
Product
Support
Product
How do I see a demo?
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Please request a demo password by submitting a ticket
requesting a demo password or by
contacting ProIS sales. This will allow your organization
to demo our application.
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How do I obtain a full evaluation
copy?
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| Contact us at ProIS
for a 30 day no-hassle evaluation copy. |
What are the System Requirements?
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For a Demo
A web browser such as the one you're viewing this page with.
For Purchased Software or Evaluation
If you purchase a package and install the software on your
own secured network server you will require the following
as a minimum:
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Support
Who can contact Support?
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Anyone can submit a support ticket
requesting information about ProIS as a company or ProIS
products.
For existing customer, we prefer that your designated Administrator
submit a ticket
to our Support Team. This helps ensure a quicker resolution
should the Administrator be required to solve the issue.
The designated Administrator may be from the Human Resources
(HR) department or from the technical area (Information
Systems, Information Technology). A client may choose to
have multiple people serving in the Administrator role.
Non-administrators are welcome to submit a support ticket.
However, we may require the involvement of the Administrator
for resolution.
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What are the support hours?
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Support hours are: Monday through Friday, 8:30 am. to 5:30
pm., Mountain Standard Time and Mountain Daylight Time,
excluding holidays.
Holidays:
New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Day after Thanksgiving
Christmas Day
Prearranged after hours and holiday pager support is available
through your account manager. You may also request on-site
product support.
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How do I contact Support?
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There are several methods for contacting the Support Team.
A. E-Mail. If you wish to send an e-mail detailing
your problem or request, e-mail us at support@proincentives.com.
B. Pager. If you have an emergency and have not
received a response from our support team you may page
them at: pager@proincentives.com
Enter a brief message in the subject line. Message text
is restricted to 120 characters. Be sure to include your
call back number and name.
C. Telephone. If you have been unable to interact
with our Support Team electronically, or have issues that
have not been resolved by the methods above, please feel
free to contact us by
phone at any of the numbers listed.
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What information should I be ready
to provide to Support?
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Being prepared to provide the following information to
your support specialist will help shorten the time to resolving
your problem.
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What was the name of the page you were on when you
encountered the error?
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What task were you trying to perform?
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What steps had you taken prior to the error?
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Can you repeat the error?
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How many users have encountered this error?
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Have there been any changes to your system?
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What response time can I expect from
Support?
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Our Support Team will respond to all support requests within
a short period of time. However, should the situation arise
were there are more requests than can be handled at one
time, they will be managed using the priority levels defined
below.
Level 1 - High
The production use of software has halted, or is severely
hampered with no reasonable work-around to permit the
continuation of work. The user is unable to work, or productivity
and quality levels are unacceptable.
Response Time: ProIS will respond within two hours of
notification during normal business support hours. Support
work will be provided until the problem is resolved or
an acceptable work-around is achieved.
Level 2 - Medium
Key functionality of production use software behaves incorrectly
or is unavailable. No reasonable work-arounds are known
to the user. Users can still continue work, though productivity
and quality may be impaired.
Response Time: ProIS will begin work on the problem within
four hours of notification during normal business support
hours. Support work will be provided until the problem
is resolved or an acceptable work-around is achieved.
Level 3 - Low
Key functionality of the production use of the software
behaves incorrectly or is unavailable. Reasonable work-arounds
are available. Users can still continue work without a
serious impact to their productivity or quality of work.
Or
Non-key functionality of production use software behaves
incorrectly or is unavailable. Users can still continue
work without serious impact to their productivity or quality
of work.
Response Time: ProIS will respond to the problem ticket
within two business days of notification. The problem
will be resolved as soon as determined practical by ProIS.
Level 4 - Information
Requests for general information, product enhancements,
or information regarding usage of the software. There
is no impact to the user in a production environment.
Response Time: ProIS will response to the request within
three business days. Required follow-up will be performed
as soon as determined practical by ProIS.
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What other resources are available
for help?
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On-line help is available from the "Help" button located
in the upper right-hand corner of all application screens.
FAQ (Frequently Asked Questions) for the application are
available through the "FAQ" button located in the upper
right-hand corner of all application screens
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What should I do if the support system
is not working?
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Emergency Support
If you are unable to contact our support through the normal
channels, contact us directly by:
Emailing our support pager at: pager@proincentives.com
Enter a brief message in the subject line. Message text
is restricted to 120 characters. Be sure to include your
call back number and name.
Or, call our support desk at (575) 770-8804.
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I forgot my support password?
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Contact us by phone or email to request a new password.
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