Technical Support

IDI believes in providing premier customer service throughout the life of the interface. We offer a very affordable Support Contract with every Time Bank, which provides the following technical support options:

Email Support:  With a current Time Bank Support Contract, you can request technical support by sending an email to our Support team. Our standard response time is 4 hours on normal business days. Requests from clients without a current support contract will be responded to within 2 business days.

Phone Support:  Clients with a current Time Bank Support Contract who have urgent issues can call our toll-free support line.  Our standard technical support hours are Monday - Friday from 8-5:30 Eastern Time.  Phone support is only available to clients with a current Time Bank Support Contract.

Trouble-Shooting Documentation:  Your software will arrive with a manual that includes extensive documentation and troubleshooting tips.

Dial-in Support:  When required, IDI can connect remotely to troubleshoot the issue until completion.

In addition to the above technical support alternatives, customers that purchase an annual Time Bank Support Contract receive the following valuable benefits:

FREE upgrades to the interface when you upgrade your time system and/or payroll application. 

You are ensured uninterrupted operation over time. You will receive free Time Bank upgrades whenever your payroll software or time systems manufacturer upgrades to versions that affect the operation of your Time Bank.  Since most systems are upgraded every 1-2 years, this guaranteed long-term reliability often pays for the support contract!

 

Discounts on system changes. 

IDI supports hundreds of payrolls and different time systems. With a Time Bank Support Contract, when you switch to a different vendor, IDI will modify the interface to work with your new systems and you won't have to purchase a new interface.

 

Discounts on Time Bank reconfigurations. 

When your company's business rules and interface requirements change over the life of the Time Bank (e.g. employee capacity increases, adding new locations/sites, etc.), a current Time Bank Support Contract provides you with substantial discounts on the cost of interface modifications.

 

Prioritization on service and support requests.

Clients with current Time Bank Support Contracts receive expedited responses to their service and support requests.

Please note that our Support Contracts cover Integrated Design product development costs only. Depending upon the services requested, your Time System Dealer or Payroll Software Vendor may still charge for their product-related features or required professional services.

The price of an annual Support Contract is determined by your company's size and interface requirements.  When you Request a Quote, the cost of an annual Time Bank Support Contract will be provided.