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.
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.
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.
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.
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.
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.
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.
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.
