Help us help you!
FAQ:
Q: What’s the difference between training and support?
A: Great question! There is a blurry line that divides them, but the basics are:
- Something is broken – call or email us! Support
- Ugh, you’re frustrated and can’t do this one darn thing – call or email us! Support.
- I’ve got a list of 10 iPoint questions – email us the list, or schedule training! Support / Training
- I want to walk step by step through a scenario in iPoint – schedule training! Training
Q: How do I get support?
A: Call or email us!
- (800) 535-4101
- support@ipointsolutions.net
Our support hours are (all times Eastern): - Monday-Thursday: 8 am – 6 pm
- Friday: 8 am – 5 pm
Q: How do I get Training?
A: We’ve got a few options to make sure that you have all the knowledge you need to blast off with iPoint!
- iPoint University
- This is our video training series that you access from the iPoint Dashboard. We’ve designed those videos to feel like personal training. These videos show you the process of how to do your job in iPoint.
- iPoint Manual
- This fancy webamalink thing you are looking at now is the manual! You can search topics or navigate on the left to the module you want to learn more about
- Scheduled Training
- If you have users who have watched the videos, read the Manual, and asked the questions, but are still struggling to fully understand how to use iPoint, then you can request individual live training.
- We have a form that will help you provide the information we need to answer those hard-pressing training questions. Just click the link below!
- https://ipointsolutions.net/training
- If you have users who have watched the videos, read the Manual, and asked the questions, but are still struggling to fully understand how to use iPoint, then you can request individual live training.
Q: Why can’t I schedule support?
A: iPoint support always prioritizes emergency issues above all else. We define an emergency as:
- User is Unable to Access iPoint
- User is unable to do work that affects cash flow
- iPoint issue that is negatively impacting your customer(s)
So if you are ever facing one of these, know that we will be tackling your issue before helping other iPoint users with less urgent needs. Since our crystal ball broke back in 2015, we are unable to predict when these emergencies arise and thus are unable to schedule support since we can’t guarantee that we won’t be needed elsewhere. And we definitely don’t want to stand you up!
Q: Can I schedule training?
A: You betcha! Below is the link to submit a training request. Please note that we do ask you to do your homework first by watching our training videos on the topic before we schedule the individualized training.
Q: How do I submit a feature request?
A: Fantastic question! We really want iPoint to be as useful to you as possible.
- First, here is our Development Roadmap. There you can see all the major elements we are currently working on, plus what we’ve plan to develop next.
- For a more comprehensive list of feature request, please check out our Feature Request Forum. There you can search for requests from other iPoint users and comment on or Like their requests so we know which requests are most useful for the whole community.
- Don’t see your request in either place? Shoot us an email (support@ipointsolutions.net) and we’ll get your request added!
Q: What if I need help outside of support hours?
A: Our amazing team is notified when urgent tickets come in. We have staff all over the country and they are trained to help you with any emergency support tickets. For any other ticket, you will not get a response until the next business day (unless our support team is going above and beyond the call of duty). What’s an emergency ticket you say? We define an emergency as:
- User is Unable to Access iPoint
- User is unable to do work that affects cash flow
- iPoint issue that is negatively impacting your customer(s)
Other tips for submitting urgent after-hours tickets:
- Email us, don’t call us. We can see an email with an Emergency subject line way faster than listening to a voicemail
- When you send in an email, put Server Down in the subject line. This triggers a notification to the whole team and we are more likely to see it after hours on weekdays
