Support Process

Below is a step by step outline that describes what happens when you submit a support request.

• Send an email to support@ifpeople.net to file a ticket in our system.  Please be as detailed as possible in explaining your issue and provide steps for reproducing the problem.
• Within a few minutes you should receive an automated reply from the system.  If you do not have a support plan, you will need to purchase support before your ticket is processed.
• If it is your first time using our ticketing system, you may receive an email that tells you that you do not have a support plan even if you already have one.  If you do have a support plan, you do not need to do anything.  We will review your ticket without delay and send you an email confirming your plan.
• Your ticket will be assigned to one of our staff members within one business day of the time that it is filed.  The staff member who is assigned the ticket will then contact you to clarify any issues with the ticket and let you know that work has begun.
  

• All tickets will be resolved within four business days, unless unforeseen difficulties are encountered.  If we find that we cannot resolve your ticket in that time period, we will notify you immediately.
• When the ticket has been resolved, you will be sent an email requesting that you confirm that the problem is solved.
• When you confirm that the problem is solved, the ticket will be closed.
• If you send no confirmation, the ticket will be closed after two days.
• Time will be deducted from your support plan in increments of 15 minutes.