IVIS Support Center
Welcome to the IVIS Support Center, your central hub for technical assistance, documentation, SLA support, and real-time service help.
Need Immediate Help?
- Submit a ticket: Submit a Support Request
- Call support (Priority 1 clients): 📞 +1-800-555-IVIS
- Email: [email protected]
- For emergencies: Log into your Client Portal and escalate via SLA Flag
Enterprise contracts include 24/7 coverage for P1 incidents.
3. Documentation & Self-Service
- Product & Module Guides (Coming Soon)
- API & Integration Docs (Coming Soon)
- Security & Privacy FAQ
- Onboarding Help
- System Status Page (Coming Soon)
Browse knowledge base articles or download configuration templates.
New to IVIS?
- Start with our Client Onboarding Guide
- Check our Policy Index for security, legal, and data handling terms
- Request training at [email protected]
Common Support Requests
|
Issue Type |
Description |
Typical Response Time |
|
Login & Access Issues |
MFA, password reset, permission updates |
2–4 hours |
|
API & Integration Errors |
Endpoint, data sync, authentication failures |
4–8 hours |
|
Performance Problems |
Slow dashboards, service lag, resource spikes |
1 business day |
|
New Feature Request |
Add-on, module change, system enhancement |
2–5 business days |
|
Security & Compliance |
Breach reporting, risk flag, DLP incident |
1 hour to 1 day |
Support Tiers & SLAs
|
Tier |
Access Hours |
Channels |
SLA Target |
|
Standard |
9am–6pm (Mon–Fri) |
Email, portal |
1–2 business days |
|
Premium |
24/5 |
Email, phone, portal |
Same day (P1 within 4h) |
|
Enterprise |
24/7 |
Dedicated engineer |
Priority 1: 1hr max |
Frequently asked questions
IVIS Support Center
Q1: How do I escalate a ticket?
Log into the Client Portal, open the ticket, and flag it as “SLA Escalation.” You’ll be contacted within your SLA response window.
Q2: Can I request custom integration help?
Yes. Enterprise clients can request integration support with Odoo, SAP, Salesforce, and more.
Q3: What if I need after-hours help on Standard support?
For urgent issues, submit a ticket and mark the severity as “Critical.” It will be reviewed the next business day.
Q4: How do I update my authorized users?
Send an access update request from an authorized admin to [email protected].
Q5: Where can I find service announcements?
All updates are posted on our System Status Page and emailed to portal admins. (Coming Soon)