Frequently Asked Questions - Support
Q: When is customer support available?
A: Live customer support is available during our normal business hours of 8 am to 8 pm EDT, Monday through Friday. Support inquiries can be submitted online at any time.
Q: How long does it take before support gets back to me?
A: All inquiries made during our normal business hours are normally answered immediately. However, in the event that a customer support representative is unavailable, you will receive a response within an hour. Inquiries made after normal business hours will be followed up at the start of the next business day.
Q: How is support handled?
A: Most IDS support inquiries are handled on the phone, but there are also instances where an e-mail response is more appropriate, such as instructions for installing our client software. Additionally, support inquiries can be submitted by visiting the IDS support site.
Q: Will you provide support for our hardware and software or just your applications?
A: IDS only provides support for issues that directly affect how our systems perform or for hardware that we've supplied. Please note that you will be required to sign a written authorization before we make any changes to your computers.
Q: Are implementations performed remotely or on-site?
A: Most implementations are performed remotely. There may be additional costs associated with on-site installs; however your account representative will be happy to clarify any questions.
Q: Can somebody come on-site to train us?
A: On-site training is available. However, clients are advised that there is an additional fee for this service.
Q: Can somebody come on-site to fix a problem?
A: If a problem exists that cannot be solved remotely, we are able to schedule a visit to your facility. However, there may be additional costs involved.
Q: Will our browser pop-up blockers affect your systems?
A: Yes, sometimes they will. In those cases we will assist you in making the necessary changes to your browser's preferences, such as adding IDS to your trusted sites list.