Request Support Form

Support Request Form

Your Name*

Your Organization*

Your Email*

Email Addresses to Copy

Please list any email addresses to copy separated by a comma (e.g., [email protected], [email protected]).

iMIS Solution Providers

If you're submitting on behalf of one of your clients, we'd like to associate the ticket with their company. To lookup your client's company, please provide an active email that would be on their record. We will not copy clients on your ticket.

If you're submitting a ticket for your company, please leave the following fields blank.

Client Email

Enter a client email address. This it to associate the ticket with the correct company and does not copy them on the ticket.

Client Organization

In the event we cannot match on client email, what is the client organization?

What type of support are you looking for?*

CSI Product Support

iMIS Support and Consulting Services

What type of product support are you looking for?*

Ask a Product Question

Resolve a Product Issue

Product*

Our most common products are listed below. Select Other if the product you're looking for is not listed.

Product (other)

Support for iDMS

iMIS EMS and Advance 20/20 Clients: We are unable to retrieve logs from ASI servers. To learn more about how to obtain the event log which may contain errors, please review our ASI Event Log Troubleshooting article.

To best assist, please provide:

What action were you using?
Screenshot of the Import Details Summary Page
Provide either your spreadsheet or screenshots of your IQA query (all tabs).
Screenshots of your iDMS mappings.
Screenshots or text of any error messages.
Is this the first time running your task/job? If not, have there been any changes in your environment?

What type of work is your request?*

New Work

Enhance Existing Work

Resolve an Issue or Problem

What is your understanding of the size of this request?*

We handle tickets different based on the size of the request. All medium and large tickets are reviewed by managers and assigned a resource to work the ticket based on availability.

Small Ticket (1-3 hours)

Medium Ticket (4-10 hours)

Large Ticket (11-20 hours)

Project Request

What is the priority of this request?

Standard Request

Elevated Request

Emergency Request

Elevated Support Request

We do our best to accommodate priority requests, and to help us triage your request, please share:

A brief rationale to help us understand your elevated priority request.
Any timeline and due date details so we can best understand your needs.
If we should reprioritize any of your existing work in favor of this new request, please let us know what that is.

Requested Due Date*

Details of this Elevated Request*

CSI's Emergency Support

We have a very specific definition of an emergency request (defined in our Support Guidelines).

We define an emergency as when more than one staff user is unable to perform critical business functions due to iMIS software issues or when a website (e.g., RiSE, ICE, CSiDonate, etc.) is down.

Please Confirm This is an Emergency*

Our site is down.

Our staff cannot perform critical business functions.

Ticket Subject*

Ticket Details*

State the Goal or Problem. What specifically is the goal or issue?
Provide Context and Description. A detailed description of the situation goes a long way. Consider details like iMIS version, the specific date and times of error messages, specific URLs, screenshots, and error messages.
Define the Scope. Clarify the scope of the request or issue by specifying who or what is impacted.
Steps to Recreate. Outline the step-by-step instructions for recreating the problem or achieving the desired outcome.
Error Messages. If there are any error messages or warnings, provide the exact text or include a screenshot.
Sending Credentials. Do not submit passwords or API keys in plain text, always encrypt them. Let us know if you need guidance.

Steps to Recreate*

This ticket has been marked as an issue or problem. The first step for our staff will be to recreate the issue. Please provide specific step-by-step instructions, page locations and URLs, and other pertinent details to recreate your situation.

Screenshots & Supporting Details

Please upload any screenshots, logs, or other files that will assist in troubleshooting.

Drop files here or

Accepted file types: csv, xls, xlsx, pdf, jpg, jpeg, gif, png, Max. file size: 50 MB.