We believe one of the important differences between ISSI and other software providers is our commitment to providing comprehensive, responsive, prompt and knowledgeable on-going client support. This is what really separates us from our competition.
When it comes to client support, ISSI stands out as one of the best in the marketplace. ISSI believes that a product is only as good as the support behind it. We have one of the highest client retention rates in the industry and this is a testament to providing professional and comprehensive support during and after a product implementation.
For the year following installation, we include support at no extra charge. After that, annual support contracts are available on a year-to-year basis.
From the time you sign your contract you will be assigned to a project team and your team leader will reach out to walk you through the process of the installation, conversion and other steps of go live that are involved with the contract. Your project manager will be your contact and make sure that your transition to the IMPak product is done seamlessly and successfully. Even after you are live with the product, your project manager is always available to you for questions, modification requests and making sure that your ISSI experience meets your expectations.
If at any point a client has any questions regarding our software, they can simply call our offices, send us an e-mail, or submit a help desk ticket with their questions. Our staff members continue assisting the client from the initial request until an effective solution is achieved. Response time is usually immediate or within two hours. Critical problems are given highest priority and are dealt with right away.
Online help is available from all pages within IMPak and APak. Clicking on the help icon opens a window that you can leave open to refer to while working, or print a copy of the help file. You can modify the help so that it can become your company’s standard operating procedure on how to use the system with your specific business rules.