i-care technical support offers specialised contact channels depending on your request and on your product connection with i-file ensuring you have direct access to your proper contact person.

First Level Support
First level support for i-file users and system administrators is generally provided by the customer's helpdesk or by the service partner. Standard requests as well as requests concerning usage and project specific add-ons will be answered by specialists who have been trained in i-file products and who are familiar with the installed system. These specialists also analyse and resolve basic technical problem situations.

Second Level Support
Requests and reported problems that cannot be satisfactorily solved by first level support will be routed to second level support. Depending on the contractual situation second level support is carried out by the i-care technical support at i-file. Second level support answers advanced requests and analyses and resolves more complex problem situations.

Third Level Support
Requests and reported problems that require the implementation of a product specific change request or a correction of a software bug will be routed from i-care technical support to the appropriate software author.

Scope of Services of the Technical Support
i-file customers receive technical support as defined in their particular contract, the scope of which is defined in the particular contractual agreement. Service contracts for productive systems offer a wide range of services so that a problem resolution or a workaround can shortly be found.

If you would like to find out further information, please contact us.