Technical Support

The IQMS commitment to customer success is reaffirmed with our extensive technical support programs. These programs provide more than just problem resolution. They include programs that support knowledge transfer to ensure a thorough and continuous understanding of the product.

Our staff of technical support specialists are trained in providing a consultative approach to problem resolution. As a result customers gain a better understanding the concepts and issues associated with ensuring maximum performance from their installation.

IQMS support programs were designed to provide quick response time to problem resolution and include:

• "Live" Phone Support -- IQMS support specialists provide personalized phone support to expedite problem resolution. The support staff has a background in manufacturing and realizes the importance of reducing downtime.
• E-mail support -- E-mail is the best source of problem resolution. It eliminates discrepancies and misinterpretations and provides documentation for the future.
• 24/7 self serve via the web -- Realizing there are times that may be require addressing issues during nonstandard business hours, the secure Client's Only section of our website provides a knowledge base of issues and resolutions directly from the tech support help desk.
• Online videos - Also available on the Clients Only section of our website, are tutorial videos. The online videos can be used to walk clients through many key aspects of the software. For example a video on Basic Navigation is available and useful for providing quick training to new employees or those employees on off-shift schedules.
• Internet support -- No two customers or installations are the same. With desktop connectivity capabilities via the Internet, a support specialist can connect to customer computers and see issues in their environment and ensure the most effective resolution specific to your installation.
• SCR request -- IQMS encourages customer input on product enhancements. The on-line Software Change Request makes user input quick and easy.
• TechNotes -- Access to technical documents that describe in detail additional functionality and methodologies to ensure optimal system performance.