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Frequently Asked Questions

Product

What are the System Requirements?


Support

Who can contact Support?
What are the support hours?
How do I contact Support?
What information should I be ready to provide to Support?
What response time can I expect from Support?
What other resources are available for help?
What should I do if the support system is not working?
I forgot my support password?


 



Product

Contact us .


What are the System Requirements?

For a Demo
A web browser such as the one you're viewing this page with.

For Purchased Software or Evaluation
If you purchase a package and install the software on your own secured network server you will require the following as a minimum:

  • Apache or IIS

  • a relational database e.g., Oracle, SQL Server, Postgres.

  • IE 6.0+ or Netscape 4.&+ browser

 



Support


Who can contact Support?


For existing customer, we prefer that your designated Administrator submit a ticket to our Support Team. This helps ensure a quicker resolution should the Administrator be required to solve the issue.

The designated Administrator may be from the Human Resources (HR) department or from the technical area (Information Systems, Information Technology). A client may choose to have multiple people serving in the Administrator role.

Non-administrators are welcome to submit a support ticket. However, we may require the involvement of the Administrator for resolution.


What are the support hours?

Support hours are: Monday through Friday, 9:30 am. to 4:30 pm., Mountain Standard Time, excluding holidays.

Holidays:

New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Day after Thanksgiving
Christmas Day

Prearranged after hours and holiday support is available through your account manager. You may also request on-site product support.


How do I contact Support?

There are several methods for contacting the Support Team.


A. E-Mail. If you wish to send an e-mail detailing your problem or request, e-mail us at .


B. Telephone. If you have been unable to interact with our Support Team electronically, or have issues that have not been resolved by the methods above, please feel free to contact us by phone at any of the numbers listed.



What information should I be ready to provide to Support?

Being prepared to provide the following information to your support specialist will help shorten the time to resolving your problem.

  • What was the name of the page you were on when you encountered the error?

  • What task were you trying to perform?

  • What steps had you taken prior to the error?

  • Can you repeat the error?

  • How many users have encountered this error?

  • Have there been any changes to your system?

    • new software installed

    • changes to the database

    • recent network or server changes



What response time can I expect from Support?

Our Support Team will respond to all support requests within a short period of time. However, should the situation arise were there are more requests than can be handled at one time, they will be managed using the priority levels defined below.

Level 1 - High
The production use of software has halted, or is severely hampered with no reasonable work-around to permit the continuation of work. The user is unable to work, or productivity and quality levels are unacceptable.

Response Time: ProIS will respond within two hours of notification during normal business support hours. Support work will be provided until the problem is resolved or an acceptable work-around is achieved.

Level 2 - Medium
Key functionality of production use software behaves incorrectly or is unavailable. No reasonable work-arounds are known to the user. Users can still continue work, though productivity and quality may be impaired.

Response Time: ProIS will begin work on the problem within four hours of notification during normal business support hours. Support work will be provided until the problem is resolved or an acceptable work-around is achieved.

Level 3 - Low
Key functionality of the production use of the software behaves incorrectly or is unavailable. Reasonable work-arounds are available. Users can still continue work without a serious impact to their productivity or quality of work.

Or

Non-key functionality of production use software behaves incorrectly or is unavailable. Users can still continue work without serious impact to their productivity or quality of work.

Response Time: ProIS will respond to the problem ticket within two business days of notification. The problem will be resolved as soon as determined practical by ProIS.

Level 4 - Information
Requests for general information, product enhancements, or information regarding usage of the software. There is no impact to the user in a production environment.

Response Time: ProIS will response to the request within three business days. Required follow-up will be performed as soon as determined practical by ProIS.


What other resources are available for help?

On-line help is available from the "Help" button located in the upper right-hand corner of all application screens.

FAQ (Frequently Asked Questions) for the application are available through the "FAQ" button located in the upper right-hand corner of all application screens



What should I do if the support system is not working?

Emergency Support
If you are unable to contact our support through the normal channels, contact us directly by:

Or, call our support desk at .



I forgot my support password?

Contact us by phone or email to request a new password.


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