ITIL Standards
ICS utilizes ITIL standards for managing our call centers; a system of best practices for administering technical support that focuses on Root Cause Analysis, Call Escalation, Customer Fulfillment, and Continuous Product Improvement. The ITIL standards enable ICS to provide our customers with world-class technical support at a reasonable cost.
Call Escalation
ICS is committed to maintaining the highest level of customer satisfaction. Our three-tiered technical support system provides our customers with effective solutions quickly and efficiently.
Tier 1 Responsible for initial troubleshooting of software and hardware, assists with system configuration, advises on best practices for common procedures, and offers explanations of standard reports.
Tier 2 Provides more complex support for software and hardware. Uses advanced technical training and experience to resolve any issues escalated from Tier 1.
Tier 3 Offers technical back up to Tier 1 and Tier 2 via a team of Product Specialists and Development Engineers tasked with solving the most difficult issues. Develops new technical support procedures and training/operating manuals to drive the process of continuous improvement.
Service Level Agreement Chart
One size does not fit all when it comes to delivering the industry’s finest technical support, and ICS provides two levels of support to suit your specific needs: Premium Care which provides the best balance of cost and support in the industry, and Ultra Care which provides the highest level of service available.
Ultra Care:
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Troubleshooting via live phone support as well as Bomgar secure remote access technology
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All Severity Levels are moved up one level. Severity Level 2 (Critically Impaired) is automatically treated as Severity Level 1 (Down Site)
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Includes all critical updates and new features for ICS software
Premium Care:
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Troubleshooting via live phone support as well as Bomgar secure remote access technology
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Severity Levels (1-4) assigned depending upon the severity of the situation
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Includes all critical updates and new features for ICS software
Payment Convenience
ICS offers a monthly payment plan to help you efficiently manage your support costs. Using ACH to automatically withdraw the funds each month is a simple and effective way to support your site. Annual lump sum payments are also offered and include a prepayment incentive.
ICS is dedicated to providing the best technical support in the industry. At ICS we understand how important technology is to the success of your business and we thank you for partnering with ICS; the industry’s technology leader.
Return Merchandise Authorization (RMA)
The Return Merchandise Authorization (RMA) is a critical part of the development, production, and support cycle. The RMA number indicates a customer has been authorized by a support technician to return a part for repair, refund, or replacement.
Return Merchandise Authorization (RMA)
WARNING: Returns received at ICS without an RMA number will be refused. IMPORTANT: Please contact us to receive an RMA number.
To obtain an RMA number, please contact ICS technical support department, directly at 800.246-3469.
Did Technical Support Give You An RMA Number?
If they did, you can replace the # signs with the RMA digits and format your custom shipping label as follows:
Innovative Control Systems
ATTN: RMA ########-####
16 S. Commerce Way
Bethlehem, PA 18017