-
First start by reviewing the Picas Help documentation, which is available from within Picas by pressing the F1 key or by clicking any of the Help buttons or menu options found throughout the program. Picas Help contains detailed information including Frequently Asked Questions, which may help with your question or problem. You can also log into eHelpdesk to search our vast Knowledge Base for answers to your questions. If you still require assistance you should open an incident with the ISS Support Department.
-
You can open a support ticket in a number of ways. Use our online eHelpdesk portal to send your issue directly to the ISS team and upload any screenshots for reference. You can also email the ISS Support department at support@growpicas.com or call 1 (616) 785-0745 with your questions or problems. The Support Desk is available Monday – Thursday from 8 am – 6 pm EST and Friday from 8 am – 5 pm EST. Please be as specific as possible when creating your incident, state the incident priority, and include any screenshots that will help identify your question or problem.
-
The response time is based on your incident priority. A System Down priority indicates significant work stoppage and needs immediate attention. High priority is used when there is a significant problem with no reasonable work around. A resolution or work around is needed within 3-5 business days. Select a Medium priority if the issue is causing problems, but there is a work around available. A resolution for Medium priority incidents is needed within 2 weeks. All Low priority incidents are not causing significant problems, and a resolution is needed in within a few weeks.
-
Initially an Application Specialist will contact you and attempt to answer your question or resolve your issue. If program changes are required, the incident will be forwarded to a technician who is a technical expert for that Picas area. You can track the progress of all open Support incidents in our online eHelpdesk portal to see the incident status and the person assigned to your incident.
-
After hours support is available for System Down priority incidents 24/7 by calling the Support Desk at 1 (616) 785-0745. Leave a detailed message about your emergency issue including contact information, and the Support team will contact you to resolve the issue.
-
Weekly updates are sent out on Thursday night of each week. This update includes all Picas program changes that were made during the prior week.
Monday-Thursday | 8:00am – 6:00pm
Friday | 8:00am – 5:00pm
616.785.0745 | 616.785.0581
Email | (After Hours) 616.785.0745
Follow the prompts to leave a message. You will then be contacted by our Support Department.
CONSULTING FAQ’S
-
Yes. You will receive a designated number of consulting hours each year. The designated number depends on which Maintenance level you are at, which is based on the Picas modules and features you have purchased. As you add to your Picas system your level may change, giving you more consulting hours for the year. This information is covered during the Picas Sales Process.
-
Your consulting hours can be used in a variety of ways. Online training and review with a consultant is very popular and can be scheduled with short notice. On-site visits from your Account Representative are also very valuable, giving your staff face to face opportunities for training, system review and brainstorming in private or group settings. We like to send a consultant to your facility 1 to 2 times per year to ensure you’re company is moving forward and your team is getting the most from your Picas system.
-
To provide the best customer service, each Picas customer is assigned an Account Representative. You can expect your Account Representative to travel to your site as requested, coordinate use of available consulting time, provide new employee and refresher-type training via web conference and brown bag sessions, and coordinate monthly/weekly calls to keep communication open and updated. Your Account Representative will act as a liaison between you and IT, ISS DBA Services, Support, Development, and with brokers/vendors to enhance relationships.
-
Our support techs are available to answer questions and fix problems. Consulting time is used towards training, review of product functionality, brainstorm sessions, and on-site visits.
-
For training, first start by reviewing the Picas Help documentation which is available from within Picas by pressing the F1 key or by clicking any of the Help buttons or menu options found throughout the program. Picas Help contains detailed information including Frequently Asked Questions, which may help with your question or training needs. You can also log into eHelpdesk to search our vast Knowledge Base for answers to your questions. If you still require assistance you can open an incident with the ISS Consulting Department and someone from our team will contact you to schedule your training session.
-
You can work with your Account Representative to schedule an on-site visit to your facility. You can also log your request in eHelpdesk and someone from our team will contact you for details.
-
No. Your consulting hours can be used towards on-site time with your Account Representative, however travel expenses are not included. You will receive an email with the estimated costs for your upcoming visit and your approval will be required prior to us making any reservations.
DEVELOPMENT FAQ’S
-
There are two main Picas Releases each year, one in July and one in November.
-
Each Release will include all enhancements/customizations that were done for customers since the prior release. Every customer has the opportunity to use their designated Release hours to request enhancements that will benefit them.
-
No. This is covered by your Picas Maintenance Contract.
-
You will receive a designated number of development hours each year. The designated number depends on which Maintenance level you are at. This Maintenance level is based on the Picas modules and features that you have purchased. This level changes as you purchase more of Picas. When you move to the next level, you receive additional hours. This information is covered during the Picas Sales process.
-
Yes. You can request a quote for billable enhancements at any time.
-
No. Once completed, your billable enhancement will be put on your system.
-
There are many different avenues for submitting enhancement requests. For straight forward enhancement requests, use our eHelpdesk solution or email our Support Desk. For more complex requests, contact your Account Representative. They may want to schedule an on-site visit to work through the best fit solution.
