Support

Based on our comprehensive set of modular services we tailor customer specific support solutions that precisely fit your needs. During a support agreement we maintain a close relationship with our customers to continuously check and improve the quality of our services. The quality is constantly tracked and measured as a basis for regular service level agreement reviews.

Leveraging such flexible services arrangements, some of our customers are working completely self-sufficient after we helped to set-up up their internal support organization. As a safety net we still provide 3rd level, on-demand support.

In another extreme we are providing the complete range from technical to business support with end-user access to dedicated ICON resources. In some cases ICON engineers are even working on-site for maximum efficiency.

Supporting business critical solutions around the globe on a 7x24 basis, ICON uses powerful tools and processes to maximize systems up-time and to minimize response and resolution times. ICON provides web based self-service assistance like case tracking, alert dashboard, knowledge base, technical FAQ, etc.

All these means serve one specific purpose: provide you best in class support services!