We consider support to be a critical part of our business and thus we staff this aspect with full-time support persons across our operating time zones. Our software developers also rotate through our helpdesk and on-call rosters to ensure technical issues get fast and accurate resolutions.
Our team is manned by staff in GMT+10 and GMT+2 time zones, which means we can answer even while you sleep :)
Contacting us if you have any issues:
- Submit a ticket directly to our dedicated support team here.
- Within the web portal, click the "Need Help?" widget on the bottom right corner of the screen.
- Email our team here.
This is the fastest way that we can respond to you, as we have a dedicated support team to assist with customer queries.
Our Customer Success Team is also available to help advise you and train you on the platform. These sessions are conducted via web-share.
To book a one-on-one training session:
- Book a session with one of our Customer Success team here.
When submitting a support ticket:
- Include as much context as you can:
- Form name
Field(s)/Page(s)/Version - Data source
Row(s)/Column(s)/Linked Screen(s) - Relevant screenshots
Pictures really are worth 1,000 words - Account affected
Master/Sub-account(s) - User affected
User(s)/Group(s) - A brief history of what led to the issue
- Historical information that may be relevant to the issue
Any other details that might help us get up to speed on your request
- Form name
If applicable, for each point above, just one example exhibiting the problem will suffice. This advice applies to any requests you send us - the more details we have, the faster we can provide an answer.
Our support is on a "best-effort" basis (our best efforts tend to be pretty good though!), and our aim is to get back to you within 1 business day depending on when you raise the ticket and the number of tickets we have in progress at the time.
The best practice for getting timely support from us is to:
- Ask the question or report the issue as soon as you know about it.
- If you're making changes to an established app, roll out your new designs/app changes early in the week -- this gives everyone more runway in terms of business days to deal with any issues.
Communicating technical items
In the event of a critical update/issue, we communicate this to our customers as soon as possible and work full time until the problem is resolved.
Our service and platform are provided on a "best-effort" basis - we do not offer SLAs or similar type agreements. If this is not sufficient, then you should consider hosting our Appenate Server product on your own servers. This way you can control the hardware and environment, as well as the upgrade cycle and database etc.
Can someone help me support and maintain my forms?
Our global network of Solutions Providers can be utilised if you require on-site services such as implementation, phone support, system integration and more. Simply email support@iforms.africa for more information.
