SUPPORT

We’re Here for You

Telecom retailers depend on effective, efficient retail software and our many avenues of support ensure nothing holds your business back from achieving success. No matter your question—whether basic technical support, more complex instructions about functionality, or how you can make the most of your iQmetrix products—we are here to support your business at every stage.

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How We Support Telecom Retailers

We’ve got you covered for whatever comes up. From development updates and product status to keeping in touch with your peers in the industry, these areas of support will have what you need.

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Support & Community

Through the Support & Community website, you’ll have access to help files, community forums, whitepapers, blogs, case studies, product development release notes, and more. Everything you need to make the most of your retail solutions—accessible from anywhere.

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Industry Experts

20,000 retail stores—and counting—trust iQmetrix solutions to power their retail store. Our dedicated professionals have 20+ years of experience working in partnership with retailers so we know what’s needed to see success, to effectively scale, and to stay competitive in an ever-changing telecom world.

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Development Portal

Competitive advantage comes with staying ahead of the technological curve. Access to all the resources developers need, this portal helps retailers kick-start omnichannel strategies with e-commerce, digital solutions, and point-of-sale API integrations.

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Product Updates

At iQmetrix, we focus on meaningful enhancements that move our products forward so that your business is always backed be first-class retail software. Detailed release notes accompany all recent developments meaning you can always make the most of new features.

Frequently Asked Questions

I need to contact iQmetrix Support. When can I do that?

iQmetrix provides proactive product support through the use of multiple monitoring tools that ensure the health, availability, and performance of the system. Any issues encountered by the customer are handled by our Regina-based support team that is available from 8:00 a.m. to 11:00 p.m. EST Monday to Friday; 9:00 a.m. to 7:00 p.m. EST Saturday; and 10:00 a.m. to 6:00 p.m. EST Sunday, with a 24-hour on-call service. During support hours you will be able to call our toll-free number or use our online chat feature. You are also able to submit a ticket 24 hours a day, 365 days a year. The average response time for tickets is less than 2 hours. After support hours, the Support Team is available on an on-call basis for business-blocking issues that could hinder business.

When it comes to telecom retail software, stability is essential for my business. What is the iQmetrix Service-Level Agreement?

iQmetrix is dedicated to proving telecom retailers with dependable software solutions that power their business today, tomorrow, and far into the future. Our product teams focus on ensuring stability which translates into an uptime of at least 99.5%. If issues arise for our clients, our teams work swiftly to identify and resolve problems so business isn’t blocked and sales aren’t lost.

I was notified maintenance is being done on my iQmetrix solution. What does this process look like?

Issues are given priority based on 1) the impact on the business experiencing that issue and 2) the time it takes for the issue to be resolved. High priority items will be resolved in less than 8 hours while lower priority items will be completed during regular business hours. For these issues, an estimated resolution time will be given after the issue is inspected.

What is considered a business-blocking issue? How can I get support for this kind of problem?

Typically, there are approximately 10 releases of our solutions a year. These releases include new features added to the software and any maintenance needed to improve the solution. Each version goes through a one-month regression period with several automation tests that run during development and regression. These tests help to ensure the latest version of iQmetrix solutions is everything your business needs.

I was notified maintenance is being done on my iQmetrix solution. What does this process look like?

Typically, there are approximately 10 releases of our solutions a year. These releases include new features added to the software and any maintenance needed to improve the solution. Each version goes through a one-month regression period with several automation tests that run during development and regression. These tests help to ensure the latest version of iQmetrix solutions is everything your business needs.

I use iQmetrix solutions. How often do maintenance and updates occur? How does maintenance affect my use of iQmetrix products?

We schedule maintenance between 11:00 PM CST – 3:00 AM CST. While maintenance can occur nightly, we only notify you of maintenance if there is a chance it could impact your business operations—something that only happens 2 or 3 times a year. However, if your business prefers to be notified of all maintenance activities, regardless of its impact on daily operations, our change management team can work with you to determine a communication process. Updates will be scheduled with your account manager so you can find a specific date and time that works for your business. Updates will be deployed after-hours and you will automatically receive a prompt to download and install the update upon the next login. Software updates typically take place every 6-8 weeks.

What hardware and software are required to run the iQmetrix retail management and point-of-sale solution, RQ?

iQmetrix provides detailed hardware and software requirements for all of its product offerings. To use RQ, the requirements are dictated by region—the United States and Canada. Through the links below, you’ll find minimum hardware requirements, network requirements, supported software, operating systems, ordering notes, DOA, RMA, returns, contacts, orders, and installation services.

For American requirements, click here.
For Canadian requirements, click here.

I’m concerned about incident management for my retail software. What is iQmetrix’s process for handling incidents?

Using a prioritization system, iQmetrix determines how to assess, address, and reconcile issues based on their severity. High priority items will be resolved in less than 8 hours while lower priority items will be completed during regular business hours. For these issues, an estimated resolution time will be given after the issue is inspected. iQmetrix teams will be brought on to help resolve issues depending on their area of expertise so all incidences can be managed with the greatest efficiency and effectiveness.

Don’t see what you’re looking for?
Let us do the digging!

Submit a ticket to Support@iQmetrix.com or give us a call at 1.888.888.8170 (North America) or 1.800.062.2940 (Mexico). In case of emergencies, we have after-hours Support team members who are ready to assist you.