Support

"In my opinion, a product is only as good as its support. ISSI is not only available with support, but willing and enthusiastic as well."

Anita Talbot, Executive Assistant
Association of Educational Service Agencies

We believe one of the important differences between Integrated Software Solutions and other providers of membership and accounting software, 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.

Initial Support

Since every membership organization is unique, it is important that the software be tailored to best provide for each organization's specific nature. Using the package as a starting point, we consult with the client to determine modifications that are necessary to meet any requirements and provide for the best possible solution - including flexibility in system procedures, utilization, expansion, and more. During initial installation, ISSI will meet with the management and staff to identify the unique aspects of the organization that will require special data capture, storage and reporting capabilities. Once we have determined what modifications are needed, we ensure (prior to final installation) that they are incorporated in the package, the existing data is converted properly and the software meets the expectations of the organization and its users. During and after final installation, our management and staff will review the tailored reports, screens and data capture capabilities with the client and refine the package with a prototyping-like process before final turnover of the system.

On-going Support

If at any point a client has any questions regarding our software, they can simply call our offices, send us an e-mail, or fax their questions. Our helpdesk email address is available at the bottom of every page within the staff side of our products. Our staff members continue assisting the client from the initial request until an effective solution is achieved - which in most instances, is accomplished in one e-mail or phone call. Response time is usually immediate or within two hours, but may vary depending on the nature of the issue or other clients that need attending to also. Critical problems are given highest priority and are dealt with right away. Additionally, at install time, we set up a way to login to the client's system, so our staff has the capability of connecting to the system to resolve issues and make modifications.

Online Help

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 Crystal Report of the help file. You can modify the help and it becomes your copy and is specific to your organization. This allows you to create your internal operating procedures and store them within your help information.

To find out how ISSI can help your organization, please send an email to issinfo@impakweb.com  or call 703-255-1130.