Support
CSI to the rescue!
Technology is great when everything is working as expected. Sometimes, the unexpected will occur. That’s where we come in.
Ways to Receive Support
Our support services include access to our staff by phone or email during business hours and 24 hour access to our online support ticketing and knowledgebase system.
ASI (iMIS) and Ektron offer online communities for users to contribute to message and forum boards. The NiUG (National iMIS Users Group) community is also a great place to find iMIS support. This is available to NiUG members only. CSI employees regularly contribute to both communities.
Additionally, ASI and Ektron offer their own support teams that you may contact if you have product specific questions:
Our Support Policy
Our support policy follows guidelines of severity from Severity 1 to Severity 4:
- Severity 1 – Production down. All users have stopped working in iMIS. 60 minute response time; 4 hour resolution.
- Severity 2 – Critical to doing job, but not system/org wide. 24 hour response time; 24 hour resolution.
- Severity 3 – Non critical to doing job, but is definitely impacting productivity. 48 hour response time; 7 day resolution.
- Severity 4 – General question on functionality, installation, refresher on how to do something in iMIS (re-training), clean up. 48 hour response; 14 day resolution.
Guidelines for Support
When submitting your questions to our support team, please provide the following information to assure the quickest response and resolution possible:
- The entire URL of the page causing the problem
- A brief description of the problem
- The username and preferably the iMIS ID of the member experiencing the issue
- A screenshot of the problem
- The exact time that the user encountered the error
- The browser, version, and operating system the member was using (IE 8 or less, IE9, IE10, FireFox 4 or less, Safari, Chrome, etc. and indicate when possible whether it was a PC or a Mac user).
If it is a staff issue with iMIS back office please let us know:
- Who the user is
- What module were they working in
- Description of the error encountered
- The exact time the user encountered the error
- Any relevant screenshots