Intelligent Customer Support Systems™. Jones Cyber Solutions, Ltd.  
         Reliable. Agile. Proven. That is ICSS. JCS ICSS Solution Components.
 
ICSS™

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Technical Support ~ Reliability

Delivering reliability with software support you can count on

Choose a technical support option:

  1. Documentation
  2. Training & Training Summary .PDF Download
  3. Extended Technical Support Levels
  4. Contact JCS Technical Support

Documentation

JCS provides a complete library of contemporary learning products designed specifically for the various users of our products.

Produced by a team of in-house technical writers who specialize in instructional design for the telecommunications industry, the library includes easy-to-read user guides, installation guides, system administration and configuration guides, and data dictionaries. User guides, delivered in Adobe Acrobat PDF format, are available both online and in print format.

Our ICSS™ Customer Care Guide was recently honored with an Excellence award from the Society of Technical Communication for its easy-to-use design and clearly written instructions. By focusing on the user, the JCS Documentation Team is able to provide instructions that are not only highly usable, but are also highly used.

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Training

JCS provides a comprehensive series of classes to our customers, employees, and alliance partners so they can acquire the knowledge and skills necessary to deploy, use, and maintain ICSS™. These classes focus on the technical aspects of our product and on real-world business issues and processes. All classes include lectures, demonstrations, discussions, and hands-on use of our product. Our training programs are also designed to provide customers with the tools and education they need to be able to train their own personnel for maximum effectiveness.

The ICSS™ training curriculum includes two major curricula:

ICSS™ End-User Component Training

This training is intended for end users (and trainers of end users) of the various ICSS™ components, including CSRs, call center managers, service center managers, inventory personnel, etc. Training can include any of the following classes, depending on the customer's configuration of ICSS™:

  Service Location
  Security Administration
  Order Management
  Work Management
  Inventory Management
  Finances of Customer Accounts

ICSS™ Technical Training

This training is intended for personnel who support all administrative aspects of the ICSS™ product (and trainers of such personnel), including DBAs, SAs, and other technical personnel at the customer site. Training includes the following classes:

  ICSS™ Installation
  Back-End Processes, Customization, and Troubleshooting
  Reference Data Management

Download Our Training Summary

Click here to download the Training Summary in Adobe Acrobat .PDF format.Download the Training Summary (PDF, size: 44KB).
        

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Extended Technical Support Levels

Our maintenance and technical support services include help desk support, problem resolution, software maintenance, and scheduled software upgrades. We provide technical support for ICSS™ from our offices in Colorado and utilize telephone, electronic mail, and the Internet to contact, respond to, and resolve customer technical questions.

Our automated customer service system tracks each customer inquiry from initial contact through complete resolution. We provide complete product documentation, including system administration guides and programming interface-integration guides, as well as online help. Our typical software maintenance agreement has a 12-month renewable term.

Basic Support Service

Support services are provided during the normal business hours for JCS of 8:00 a.m. to 5:00 p.m. (MT), Monday - Friday, excluding weekends and JCS observed holidays. Outside such normal business hours, JCS provides telephone support services on a time and materials basis, consisting of a JCS representative being "on-call" through a pager.

Extended Support Service

Support services will be provided during the hours of 6:00 a.m. to 6:00 p.m. (MT), Monday-Friday, excluding weekend and JCS observed holidays.
Outside such normal business hours, JCS will provide telephone support services on a time and materials basis, consisting of a JCS representative being "on-call" through a pager.

Full Support Service

Support services will be provided 24 hours per day, year around.

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Contact JCS Technical Support

Jones Cyber Solutions, Ltd.
9697 East Mineral Avenue
Centennial, Colorado 80112 U.S.A.

United States Voice: +1 303 784 3600
United States Fax: +1 303 784 3797

Email us at Support@JonesCyber.com

 
 
Jones Cyber Solutions®, Ltd.