Whatever your organizations needs are when it comes to training and using iCarol in a way that best meets your needs, the iCarol Support Team is here to help!
In addition to our
Standard Support Package, which is included with every base system subscription to iCarol, we also offer other support services, including: various levels of Premier Support for additional ongoing support, Professional Services Engagements for short term projects, and Custom Development Projects to make enhancements and functionality changes to iCarol. The many options of support services offered are designed to meet the needs of various organization sizes and structures, so the right service depends on what your organization needs.
What is Premier Support?
Premier Support designates a member of the iCarol Support Team as your organizations Technical Account Manager (TAM) who will oversee all requests for ongoing training and support assistance. Depending on the level of Premier Support your organization is subscribed to, the following is included in addition to your TAM:
Premier Support - Level 1:
- (1) scheduled 30-minute team screen share/call per month between the TAM and the Designated Support Contacts to be scheduled by the TAM; additional iCarol team members may be brought in to best assist the client, but all interactions will be directed and managed by the TAM
- monthly meetings may be used to best meet your organization’s needs, which may include: reviewing outstanding system questions or issues, receiving trainings on different areas upon request, discussing upcoming projects or initiatives your organization is working on, manage existing or create new contact form versions, or other assistance as needed
- connection to the Support Team through Live Chat and Tickets during normal support hours with additional screen share/calls upon request
Premier Support - Level 2:
- a member of the iCarol Support Team designated as an assigned Technical Account Manager (TAM): this is an assigned member of the Support Team who will oversee all requests for ongoing training and support assistance
- (1) scheduled 60-minute team screen share/call per month between the TAM and the Designated Support Contacts to be scheduled by the TAM; additional iCarol team members may be brought in to best assist the client, but all interactions will be directed and managed by the TAM
- monthly meetings may be used to best meet your organization’s needs, which may include: reviewing outstanding system questions or issues, receiving trainings on different areas upon request, discussing upcoming projects or initiatives your organization is working on, manage existing or create new contact form versions, or other assistance as needed
- connection to the Support Team through Live Chat and Tickets during normal support hours with additional screen share/calls upon request
- ticket responses prioritized over non-Premier Support subscribers
Note, if the training or assistance requested extends beyond the allotted amount of time for Premier Support, additional charges may occur through a Professional Service Engagement and a quote would be provided for approval before an invoice is sent.
What is a Professional Service Engagement?
If your organization doesn’t need additional ongoing support offered through Premier Support, but you wish to engage further with the Support Team on a specific project or training that, we offer personalized one time trainings and project management services to help support your team. Quotes are provided upon request and are dependent on the specific needs of your organization.
- Contact Form Version Audit
- Contact Record Export Template Builder
- Training customized for your organizations needs
What is a Custom Development Project?
Sometimes you may find iCarol was designed in a way that doesn't meet your needs, or that would meet your needs better if enhancements were made. Or, you may find iCarol doesn't currently have functionality but your organization needs it in order to complete a task in iCarol. While we are always working to make improvements to iCarol, we aren't always able to commit to these types of developments on a set schedule, unless the development work is sponsored by an iCarol customer. Depending on the scope of a Custom Development Project, there may be potential for cost saving or cost sharing. Some examples of past custom development projects sponsored or partially sponsored by iCarol customers:
- ReferralQ and Provider Portal
- Profile Locking
- Audit Logs
- Contact Export Template Builder
- Multi-Language Live Chat Portals
If your organization would like more information or quotes for any of the services offered above, please submit a ticket with the iCarol Support Team for further assistance.
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