World class support is more than just a slogan.


Please contact us at Technical Support if you have any questions or problems.

 

We are here when you need us. Our dedicated and professional support center is staffed seven days a week in Wind Gap, Pennsylvania.  We also have a West Coast Call Center in California that has allowed us to stay open until 11:00PM EST.

 

Being operators ourselves, we understand how critical our products are to the success of your business. And we realize that when your business is on the line, you expect solutions. It's part of the ICS culture, that a commitment that drives everything we do.

 

Our support center was designed to give you access to our superior staff, the most accurate information, and the expertise necessary to provide the highest possible level of customer success.


  • State of the Art Call Center Software
    • Provides site information and layout.
    • Access hardware and software versions.
    • Tracks all progress.
    • Ability to pick up interrupted calls.
    • Automatically escalates recurring issues.
    • Reporting:  Number of times a site calls, and time spent on every call.
  • Knowledge Resources
    • Tier 3 Technical Support.
    • Hardware integrator.
    • Document writer.
    • Quality Assurance

  • Continuous Call Improvement
    • Identify top calls.
    • Analyze root cause.
    • Reduce calls by taking action:
      • Product design change.
      • Component replacement.
      • Customer training.
  • Customer Training and Tools
    • Documentation.
    • Instructional Video.
    • In house classroom training.
    • Onsite training is available.

 
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